Manager, Monitoring Operations & Quality

1 month, 3 weeks ago
Full-time
Senior
Quality Assurance and Testing
Medical Guardian

Medical Guardian

Medical Guardian is a leading provider of medical alert systems and monitoring devices, offering security and independence to individuals at home and on the go. With a focus on personalized care and exceptional customer service, Medical Guardian empowe...

Health Care Providers & Services
51-250
Founded 2006

Description

  • Serve as the primary business owner and relationship manager for monitoring center partners.
  • Establish, monitor, and enforce service levels, performance expectations, and operational standards with vendors.
  • Analyze performance data and trends to identify improvement opportunities and operational risks.
  • Drive continuous improvement in alarm handling, response times, service quality, operational efficiency, and member experience.
  • Conduct regular business reviews with monitoring partners and hold vendors accountable for results.
  • Monitor agent performance, automation effectiveness, workflows, and downstream processes to ensure reliable execution.
  • Develop, maintain, and govern SOPs related to monitoring operations and alarm handling.
  • Partner cross-functionally with Operations, Technology, Product, Member Services, Training, Compliance, and Executive Leadership.
  • Track, analyze, and report key operational metrics and performance indicators to stakeholders.
  • Lead vendor accountability efforts for incident management, root cause analysis, corrective actions, and mitigation planning.
  • Build, recruit, onboard, train, and lead a future Quality Assurance team supporting Member Experience operations.
  • Design and implement scalable quality monitoring programs, scorecards, evaluation frameworks, and coaching processes.
  • Evaluate and implement quality monitoring technologies, including AI-powered quality management and analytics solutions.
  • Create and maintain quality documentation, workflows, templates, governance standards, and reporting dashboards.
  • Lead calibration efforts to ensure consistency and fairness across quality evaluations.

Requirements

  • 5+ years of leadership experience with a track record of improving operational performance and delivering measurable business results.
  • Strong experience managing performance through metrics, data analysis, and process improvement initiatives.
  • Proven ability to influence cross-functional stakeholders and drive accountability across internal and external teams.
  • Exceptional communication, relationship management, and problem-solving skills.
  • Experience developing operational processes, documentation, and performance reporting frameworks.
  • Strong project management skills with the ability to manage multiple priorities simultaneously.
  • Advanced analytical capabilities with experience translating data into actionable business recommendations.
  • Experience managing business-critical vendor relationships and outsourced operations (preferred).
  • Experience in PERS, healthcare services, monitoring centers, contact centers, emergency response, or other highly regulated service industries (preferred).
  • Experience designing, implementing, or managing Quality Assurance programs (preferred).
  • Experience leading customer experience, operational excellence, or continuous improvement initiatives (preferred).
  • Experience implementing quality monitoring, workforce management, analytics, or AI-enabled operational technologies (preferred).
  • Lean, Six Sigma, Quality Management, or Project Management certifications (preferred).
  • Successful recruitment and development of a high-performing Quality Assurance team (preferred).

Benefits

  • Health Care Plan (Medical, Dental, and Vision).
  • Paid Time Off including vacation, sick time off, and holidays.
  • Company-paid short-term disability and life insurance.
  • Retirement plan (401k) with company match.

Interested in this position?

Apply directly on the company website

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