Manager, Quality & Customer Experience

About the role

The Manager, Quality and Customer Experience, is responsible for overseeing quality auditing for calls, prior authorizations, and Direct Member Reimbursements (DMR) and the customer voice experience, including IVR design and performance. This role leads the quality audit program across multiple contact centers, partners cross‑functionally to improve customer interactions, and serves as the business owner for IVR experience strategy. The position combines hands‑on people leadership with program ownership. Essential Duties and Responsibilities include the following. Other duties may be assigned. Contact Center Quality Audits: Own and manage the contact center quality audit program across two contact centers and multiple sites. Establish and maintain quality standards, scoring methodologies, and calibration practices for calls, prior authorizations, and DMRs. Lead calibration sessions to ensure scoring consistency and fairness across teams and locations. Identify systemic call quality trends and root causes; distinguish agent performance issues from process, policy, or system design issues. Ensure quality results are positioned as tools for performance improvement and experience enhancement, not solely compliance. Support contact center integration efforts by helping align quality practices across centers. Evaluate and trend caller survey responses. Interactive Voice Response: Serve as business owner for IVR design and strategy, including call flow logic, menu structure, containment strategy, and routing decisions. Maintain documentation related to call flow design and architecture. Partner with IT and vendors to prioritize, design, test, and implement IVR enhancements and changes. Evaluate IVR performance using customer experience, operational, and quality insights and recommend improvements. Ensure alignment between IVR intent design and downstream agent handling expectations. Serve as business lead for any future IVR upgrade or replacement projects including responsibility for communicating business requirements and coordinating testing. People Leadership: Directly supervise Performance Improvement Coordinators. Set priorities, manage workloads, and balance audit coverage across contact centers. Coach and develop team members to ensure consistent evaluation practices and strong analytical judgment. Provide performance feedback and conduct formal performance management activities. Cross‑Functional Partnership & Influence: Partner closely with: Contact Center Operations leadership Business Analytics / Reporting IT and vendor teams Serve as the primary point of contact for quality and IVR experience discussions with operational leaders. Influence without direct authority to drive experience improvements across functions. Represent Customer Experience Quality and Voice Channel considerations in planning and decision‑making forums. Reporting, Insights & Continuous Improvement: Translate quality and IVR insights into clear, actionable recommendations for leadership. Partner with Business Analysts to ensure reporting accurately reflects quality and customer experience drivers. Monitor trends related to call drivers, call quality, and IVR call containment. Identify opportunities to reduce customer friction, improve first‑contact resolution, and enhance overall experience. Supervisory Responsibilities Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applica

Benefits

Additional Information

Exemption Status: United States of America (Exempt) $81,581 - $110,136 - $138,690 "Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate." This position is not eligible for Sponsorship. MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare. At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution! Job Description

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at medimpact? Share your experience