1 day old

Manager, Client Services Quality Assurance Operations

Performant Financial
Lathrop, CA
  • Job Code
Performant Financial Corporation

Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

Manager, Client Services Quality Assurance Operations
Job Code:2017-35-2-035
Location:Lathrop, CA
Status:Regular Full Time
The Manager of Client Services Quality Assurance Operations leads efforts to develop and maintain Quality Assurance function that supports the company’s operations functions across all business lines (Recovery, Call Center, and Healthcare).  Establishes and maintains Quality Assurance programs and infrastructure to validate compliance with internal requirements, client contracts, regulatory requirements, and industry quality standards. This is a hands-on manager that is actively involved in client contracts and requirements from RFP review and support, implementation planning and structure development, and continuous improvement of QA function. In addition, this position manages and leads the staff responsible for technical documentation of policies, procedures and practices pertaining to the QA function for varies operations and client contracts; and conducting and reporting on applicable testing.
• Ensure teams are scalable to company demands & meeting any/all deadlines, and  resolution to client matters and issues.
• Ensure department is accountable for following company policies, procedures and requirements, as well as managing staff in accordance with management requirements, work volume, and budgetary requirement.
• Lead and manage Quality function to ensure company compliance with departmental, company, regulatory and client requirements and SLAs.
- Evaluate client contract SOWs and participate in implementation/change management activities to identify and implement quality assurance programs for applicable business and client requirements.
- Document and formalize policy and procedure practices to be followed by the Client Services Department. 
- Conduct assessments to ensure that operations teams across all business lines are complying with contracts, regulations, and policies. 
- Develop and provide written reports containing audit/review results. 
- Present audit/review results to assigned Senior Management team and departments impacted. 
- As directed, work with other Performant Corporation departments and divisions to assist with documentation of policies and procedures and conducting quality assessments, recommended changes and updates to work instructions as needed to document changes to client or regulatory requirements, to create efficiencies and/or best practices. 
• Lead company process for obtaining and maintaining quality certifications such as ISO and CMMI, as well as applicable internal or external audit activities for such certifications.
• Leads and drives various projects as assigned by management. 
• Perform other incidentals and related duties as required and assigned.
Required Skills and Knowledge:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

Below are representative of the knowledge, skills, and abilities required. 
• Solid business acumen coupled with good analytical and critical thinking abilities. 
• Able to review and analyze reports and information from disparate sources and form logical conclusions and applicable functional requirements.
• Excellent written and verbal communication skills ability to communicate with all levels within the organization and external clients in a leadership capacity. 
• Strong foundational knowledge of terminology, regulations and operational practices for government and commercial collections industry, and medical billing recoveries preferred.
• Knowledge of general concepts, practices and procedures for client markets (i.e. Student Loan, Tax, Consumer, FFELP recovery programs, Higher Education ACT, Healthcare Billing/Secondary Payer, etc.) strongly preferred.  
• Strong working knowledge of establishing and managing quality certifications and related infrastructure such as ISO/CMMI.
• Possess ability to lead in a team environment where collaboration to solve problems, generate solutions and the knowledge transfer process are critical for success. 
• Strong analytical skills.
• Ability to deal well with ambiguity; effectively shift gears comfortably; comfortable handling risk and adversity. 
• Demonstrates excellent judgment; anticipates consequences of actions and weighing multiple, sometimes conflicting, priorities. 
• Acts with confidence, makes good decisions in the best interest of the company and drive results given direction in the form of assigned goals or objectives. 
• Able to solve complex problems, and resolve disagreements with informed, rational debate. 
• Mind-set of continuous improvement, learns and adapts quickly to change; impact positively in a fast-paced and dynamic environment.
• Strong management skills in coaching, mentoring and training. 
• Solid project management skills with experience managing multiple projects, as well as direct and indirect resources concurrently. 
• Able to maintain confidentiality of sensitive data. 
• Comprehensive computer skills; skilled at operating/utilizing MS Office applications to include Excel, Word, PowerPoint, and ability to quickly learn new proprietary and client applications.
• Strong analytical skills; solid understanding of data systems and account workflow systems.

Physical Requirements:
• Job is in a busy standard office environment with moderate noise level, sits at a desk during office hours, uses office phone system; views a computer monitor, types on a keyboard and uses a mouse.  
• Sit approximately 85% of the day. 
• Stand/walk approximately 15% of the day. 
• Occasionally lift/carry/push/pull up to 10lbs. 
• Consistently viewing a computer screen and keyboard frequently up to 75% of time. 
• Communicates frequently on the phone with internal resources; head-set may be provided upon request. 
Education and Experience:
5+ years of hands on management of recovery, medical billing, and/or quality operations of the same, and clerical employees with multiple functions. 
Experience establishing and managing  audit policy and procedures, and experience with ISO and/or CMMI requirements and infrastructure.   
Direct or indirect experience with a collections environment highly desired. 
Experience  evaluating and restructuring workflow and procedures, involving cross-functional activities and systems. 
Experience reviewing contractual, regulatory, and procedural documents, and leveraging to develop and execute assessment tools, criteria and reporting.  
Experience in role with similar scope of responsibilities, with proven track record 

• Bachelor’s Degree in Business, Management, Information Systems, Finance, or related (or equivalent combination of education and experience)
• Quality certification, such as ASQ, highly desired.

Other requirements:
- Must submit to and pass background check. 
- Must not have any current defaulted student loans.
- Must not have any Federal or State liens resulting from County, State or Federal tax issues.
- Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors.
- Must submit to and pass drug screen.

Performant is a government contractor. Certain client assignments for this position may require submission to and successful outcome of additional background and/or clearances throughout employment with the Company.

Visa sponsorship is not available.

Job Profile is subject to change at any time.

Performant Financial Corporation is an Equal Opportunity Employer. 
Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law. 



  • Administrative / Clerical
  • Customer Service
  • Government
  • Information Technology
  • Legal
  • Management
  • Healthcare

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Manager, Client Services Quality Assurance Operations

Performant Financial
Lathrop, CA

Share this job

Manager, Client Services Quality Assurance Operations

Performant Financial
Lathrop, CA

Separate email addresses with commas

Enter valid email address for sender.

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast