Quality Assurance Manager

📋 Description

• • The Quality Assurance Manager is responsible for building, implementing, and managing a comprehensive Quality Assurance program from the ground up, ensuring exceptional service across all call center functions and channels at Array Behavioral Care, the nation’s leading virtual psychiatry and therapy practice.
• • Day to day, the role involves developing and implementing scalable QA scorecards, conducting audits across phone, chat, and email interactions, analyzing feedback to identify trends, providing detailed reporting to leaders, leading performance reviews, collaborating on action plans and scripting, supporting training initiatives, and recommending process improvements based on QA insights.
• • Array Behavioral Care partners with hospitals, health systems, community healthcare organizations, and payors to expand access to quality behavioral health care through innovative telepsychiatry solutions, operating with a mission-driven focus on transforming care delivery from hospital to home.
• • In this role, the individual can develop expertise in healthcare-specific quality assurance, lead the creation of scalable QA frameworks, gain deep experience in performance analytics and process optimization, and directly impact patient, provider, and partner experiences through data-driven improvements in service quality.