Supervisor, Indexing Operations

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

📋 Description

• Oversee the daily performance, attendance, and productivity of onshore Indexing Quality Specialists.

• Track queue volume and throughput; escalate any capacity issues to the Business Line Manager.

• Collaborate with the QA Lead on quality calibration and personalized coaching plans.

• Conduct one-on-one meetings, performance evaluations, and provide coaching or corrective actions as necessary.

• Offer operational oversight of GCC indexing performance, focusing on quality, productivity, service levels, and adherence to established workflows.

• Analyze GCC performance metrics and trends, pinpoint areas for enhancement, and drive accountability through established governance and escalation processes.

• Work alongside GCC leadership on staffing, workflow management, escalation handling, training, and shift coverage requirements.

• Present performance and quality metrics to the Business Line Manager.

• Act as the main client-facing operational contact for indexing services, engaging in client discussions, status reviews, performance reporting, and issue resolution activities.

• Prepare and convey service-line performance metrics, quality results, operational risks, and improvement initiatives to both internal leadership and clients.

• Manage operational follow-up and action planning in relation to client feedback, escalations, and service-level commitments.

• Oversee end-to-end indexing performance across all delivery teams and recommend process enhancements to boost quality, efficiency, and client satisfaction.

• Support service-line growth initiatives, operational readiness activities, and the implementation of new client requirements as necessary.

• Lead by example and cultivate a positive, accountable team environment that ensures consistent quality for the client.

• Undertake other duties as assigned.

⛳️ Requirements

• High School Diploma or equivalent is required.

• A college degree is preferred, with a concentration in statistical, accounting, or similar fields.

• Previous experience supervising hourly or production staff, ideally in a QA or document review setting.

• Comfort with metrics-driven performance management is essential.

• Experience collaborating with or managing remote or distributed teams is preferred.

• Familiarity with HIPAA/PHI handling standards.

• Previous experience managing vendor, offshore, or global delivery operations is preferred.

• Experience in client-facing operations, account support, or service delivery leadership is preferred.

• Strong analytical and reporting skills, with the ability to interpret operational performance metrics and formulate action plans.

• Proven ability to influence cross-functional teams and partners without direct authority.

• Experience in performing or leading indexing, document classification, document review, data validation, medical record review, or other production-based quality review tasks is required.

• Demonstrated understanding of indexing workflows, quality controls, productivity management, exception handling, and accuracy standards.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• 401(k) plan.

• Remote work arrangement.