Description

The Vendor Quality Assurance Manager is accountable for the service delivery and successful execution of all tasks across their quality assurance team. The Vendor Quality Assurance Manager will directly manage members of their quality assurance team and be responsible for guiding them through their career growth. They will be responsible for managing the work capacity all of their team members to adhere to communicated timelines and for monitoring the efficiency of the team through regular reporting on ticket throughput and defect rates. The Vendor Quality Assurance Manager will apply their depth and breadth of knowledge in facilitating team training and aligning team tasks to promote standards and scalability. They will also work with other departments to solicit feedback to search for and implement areas of improvement. The Vendor Quality Assurance Manager role requires a technical orientation, strong process/analytical skills to assist in the resolution of complex client issues, strong personal accountability, initiative, learning agility, Health and Welfare domain knowledge, and effective communication skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Coaches others on the ability to translate vendor file requirements into test scenarios and test cases
• Collaborates with internal teams to understand current inefficiencies and works to implement improvements
• Maintains and coordinates quality assurance ticket tracking across the quality assurance team
• Analyzes test results and identifies issues and trends through metric reporting
• Leads efforts to promote quality assurance standards and team scalability
• Continuously learns, applies, and teaches new testing methods and technologies
• Demonstrates an in-depth knowledge of Health and Welfare processing knowledge, file requirements, and how those impact file data
• Leads effort to establish and maintain a vendor test plan library in support of all vendor relationships
• Helps to facilitate team training and cross organizational training on testing methodologies
• Supports execution of specialized projects as both SME and person accountable to ensuring completion of associated tickets
• Communicates regularly with external vendors to maintain positive relationships
• Promotes teamwork and strives to maintain high individual and team engagement scores

REQUIRED SKILLS AND ABILITIES

• 7 + years of Benefit administration system and process experience
• 5+ years of experience creating and executing test plans
• 5+ years of using Microsoft Excel in a business environment
• 4 + years of SQL Experience
• 2+ years of demonstrated experience in coaching, mentorship, training and/or leadership role
• Understanding of data models/relational databases
• Ability to work independently and manage time in accordance with deliverables
• Excellent written and verbal communication skills
• Exhibits meticulous attention to detail
• Adaptable to new challenges and learns quickly in a dynamic environment

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

• Bachelor's degree preferred but not required
  • In lieu of Bachelor's degree, 8 or more years of experience in business analytics, management information systems, human resources management, benefits administration or a related field
• 5+ years of file integration experience
• 8+ years of experience as a Business Analyst or Systems Analyst
• Knowledge of case or ticket management systems such as CRM or Atlassian JIRA
• Advanced understanding of testing methodologies and Health and Welfare business processes
• Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered

Disclaimer: Managers have the right to assign or redesign the responsibilities of the above-mentioned job description without notice and at any timeEmpyrean is an Equal Opportunity Employer: including disability and veterans