[Hiring] Quality Assurance Manager @OneImaging

Role Description

We’re looking for an experienced Quality Assurance Leader to elevate the performance, consistency, and member experience across our Member Services organization. This person will oversee the team responsible for auditing member interactions, driving operational quality standards, and ensuring every touchpoint reflects both regulatory excellence and the high-touch experience that defines OneImaging.

• Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint.
• Develop and refine quality scorecards that balance technical compliance (SLA accountability, funnel visibility) with the human side of care navigation.
• Lead regular calibration sessions with Operations Managers to ensure a unified vision of "quality" and facilitate the closing of feedback loops.
• Identify trends in member friction points—whether it’s scheduling delays or insurance hurdles—and collaborate with Product and Training teams to solve them at the root.
• Build and manage a high-performing Quality team focused on ensuring agent compliance and service excellence within a high-growth, tech-enabled healthcare environment.

Qualifications

• 5+ years in call center quality/compliance leadership, ideally within Digital Health, Health Insurance, or Tech-Enabled Services.
• Proven track record of managing high-volume quality audits and navigating complex regulatory landscapes.
• Proficiency in analyzing funnel metrics and quality data to drive operational improvements.
• Experience with modern QA platforms (e.g., Playvox, MaestroQA) and CRM systems (Salesforce/Zendesk).
• Comfortable operating in ambiguity and helping build scalable processes within a high-growth startup environment.

Fraud and Security Notice

Please be aware of recent job scam attempts. Our team uses the oneimaging.com email domain exclusively. If you have been contacted by someone claiming to be a OneImaging recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement and to [email protected].

Equal Employment Opportunity

OneImaging is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views, or other applicable legally protected characteristics.

OneImaging is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].