• Lead and develop a team of Quality Assurance Coordinators, Associates, and Senior Associates • Own the execution and evolution of our Quality Assurance program for the Care Team • Partner closely with Care Delivery Leadership, Care Team Leads, and cross-functional stakeholders to drive continuous improvement • Manage and support the Quality Assurance team, including performance management, coaching, and professional development • Ensure Quality Assurance new hires are trained effectively and set up for long-term success • Own monthly QA operations, including workload planning, QA completion tracking, calibration scheduling, and facilitation • Contribute directly to QA reviews by evaluating Care Team interactions and auditing QA team reviews • Own the implementation, ongoing management, and optimization of an AI-based Quality Assurance tool • Continuously identify opportunities to improve the effectiveness, consistency, and scalability of the QA program through process improvement, calibration, and automation