Manager, Monitoring Operations – Quality

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main business owner and relationship manager for Medical Guardian's monitoring center partners.

• Set, oversee, and enforce performance expectations, service levels, and operational standards with monitoring vendors.

• Evaluate monitoring center performance data and trends to discover opportunities for enhancement and risk reduction.

• Lead continuous improvement initiatives aimed at alarm handling, response times, service quality, operational efficiency, and member experience.

• Conduct regular business reviews with monitoring partners and hold vendors accountable for achieving established performance targets.

• Assess agent performance, automation efficiency, workflows, and downstream operational processes to guarantee reliable and consistent execution.

• Ensure alarm monitoring protocols, operational procedures, and data management processes meet ongoing compliance requirements, regulatory expectations, and business standards.

• Create, maintain, and govern standard operating procedures (SOPs) related to monitoring operations and alarm handling.

• Collaborate cross-functionally with Operations, Technology, Product, Member Services, Training, Compliance, and Executive Leadership to ensure monitoring operations align with evolving business needs.

• Monitor, analyze, and report key operational metrics and performance indicators to stakeholders throughout the organization.

• Provide timely updates regarding performance results, emerging risks, operational issues, outages, and service disruptions.

• Lead vendor accountability initiatives related to incident management, root cause analysis (RCA), corrective actions, and long-term mitigation planning.

• Identify and proactively tackle member experience issues affecting customer retention, satisfaction, and operational effectiveness.

• Analyze and evaluate member attrition trends associated with monitoring experiences and collaborate with stakeholders to implement corrective measures.

• Recruit, onboard, train, and lead a Quality Assurance team that supports Member Experience operations.

• Design and implement scalable quality monitoring programs, evaluation frameworks, and performance review processes.

• Develop quality scorecards, audit methodologies, reporting mechanisms, and coaching strategies.

• Collaborate with department leaders to set quality standards and performance expectations across customer-facing teams.

• Deliver actionable quality insights and recommendations that enhance agent performance, customer outcomes, and operational consistency.

• Assess, select, and implement quality monitoring technologies, including AI-driven quality management and analytics solutions.

• Create and sustain quality documentation, workflows, templates, and governance standards.

• Lead continuous calibration efforts to ensure uniformity and fairness across quality evaluations.

• Establish quality metrics, reporting dashboards, and executive-level performance communications.

⛳️ Requirements

• Over 5 years of leadership experience with a proven track record of driving operational performance improvements and achieving measurable business outcomes.

• Strong expertise in managing performance through metrics, data analysis, and process improvement initiatives.

• Demonstrated ability to influence cross-functional stakeholders and foster accountability across both internal and external teams.

• Outstanding communication, relationship management, and problem-solving abilities.

• Experience in developing operational processes, documentation, and performance reporting frameworks.

• Strong project management capabilities with the ability to handle multiple priorities simultaneously.

• Advanced analytical skills with experience in translating data into actionable business recommendations.

• Preferred experience managing critical vendor relationships and outsourced operations.

• Background in the Personal Emergency Response Systems (PERS), healthcare services, monitoring center, contact center, emergency response, or highly regulated service sectors.

• Experience in designing, implementing, or overseeing Quality Assurance programs.

• Experience leading customer experience, operational excellence, or continuous improvement initiatives.

• Familiarity with implementing quality monitoring, workforce management, analytics, or AI-enabled operational technologies.

• Certifications in Lean, Six Sigma, Quality Management, or Project Management.

• Proven success in recruiting and developing a high-performing Quality Assurance team.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Paid Time Off (Vacation, Sick Time Off & Holidays)

• Company Paid Short Term Disability and Life Insurance

• Retirement Plan (401k) with Company Match