Job: Quality Assurance Manager

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Jobing Description

OptumHealth is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.

OptumHealth helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their health care needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

At OptumHealth as a Quality Assurance Manager, you will perform within an innovative culture that's focused on transformational change in the health care system. You will leverage your skills across a diverse and multi-faceted business. And you will make contributions that will have an impact that's greater than you've ever imagined.


The Quality Assurance Manager will be responsible for providing leadership, communications, and support for developing and implementing new testing methods and approaches. It is essential that this person work closely with stakeholders throughout the enterprise, along with both Clinical and non-Clinical team members. The ability to effectively communicate and influence partners, while maintaining strong relationships is critical. Other duties include, but are not limited to:


Coordination of Quality Assurance (QA) Audits, Calibrations, Tracking, and Delivery

Working concurrently on several projects, each with specific instructions that may differ from project-to-project

Collaborating with business partners, to create/analyze required documents to ensure that quality assurance processes are incorporated

Participating in analysis and design walkthroughs, as well as project meetings

Managing towards results, by process, with facts and with continuous process improvement in mind

Coaching and mentoring to ensure tasks are completed on time

Identifying risks if quality assurance processes are not followed

Owning and managing Quality processes

Working with process improvement teams to ensure effective process improvements are implemented

Ensuring process improvements are documented and incorporated in the quality assurance process

Skills / Requirements

Basic Qualifications

Minimum of 2 years experience in Call Center Operations

Minimum of 2 years experience with a Quality Assurance and/or Call Center Supervisory background



Preferred Quafications

Project Management experience

Background in Lean/Six Sigma methodologies

Ability to collaborate, influence, and partner with individuals who do not report directly to you

Experience with Call Monitoring Software- Qfinti software preferred

Prior history of being a change agent



Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.