About

• Description
• Position Summary
• Gifthealth is seeking a Senior Manager of Quality Automation, Voice of the Patient (VoP), and Performance Management to lead and evolve how we measure, monitor, and continuously improve the patient and partner experience across our call center operations.

• Key Responsibilities
• Quality Assurance & QA Automation
• • Design, implement, and scale a QA automation strategy across voice, chat, and digital interactions.
• • Own QA frameworks, scoring models, and audit processes ensuring accuracy, compliance, and patient-first service.
• • Partner with Operations, Training, and Technology teams to translate QA insights into improvements. • Evaluate and manage QA tools and vendors, including AI-driven quality platforms.
• • Ensure compliance with healthcare, pharmacy, and HIPAA standards.

• Voice of the Patient (VoP)
• • Own the end-to-end Voice of the Patient program including surveys, feedback loops, and sentiment analysis.
• • Analyze feedback to identify trends, root causes, and improvement opportunities.
• • Translate insights into actionable recommendations for leadership and frontline teams. • Partner cross-functionally to close the loop on patient feedback.
• • Champion a patient-centric culture.

• Performance Management & Analytics
• • Define and maintain KPIs related to quality, experience, efficiency, and outcomes. • Build dashboards and reporting with real-time visibility into performance.
• • Support coaching, incentives, and accountability frameworks.
• • Identify leading indicators of performance risk and recommend interventions. • Support workforce planning with data-driven insights.

• Leadership & Cross-Functional Partnership
• • Lead and develop a high-performing QA and analytics team.
• • Serve as a trusted advisor to the VP of Customer Success
• • Collaborate with Training, Product, Engineering, Compliance, and Pharmacy Operations. • Drive adoption of new tools, processes, and standards.
• • Promote a culture of continuous improvement.

• Qualifications
• Required
• • 7+ years in call center operations, QA, performance management, or CX (healthcare preferred). • 3+ years of people management experience.
• • Experience implementing QA automation and speech analytics.
• • Strong analytical and communication skills.

• Preferred
• • Healthcare, pharmacy, or health tech experience.
• • Familiarity with HIPAA-compliant QA programs.

• Work Environment
• Location: Hybrid
• Schedule: Full-time
• Employment Classification
• FLSA: Non-Exempt

• Equal Employment Opportunity (EEO) Statement
• Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

• We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

• Disclaimer
• This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.