Operational Quality & Performance Specialist

Job Summary:

Consultant Advisor, ERP Kyle Johnson is recruiting this position.

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Our East Coast Healthcare client is seeking an Operational Quality & Performance Specialist to play a critical role in driving operational excellence across HRSC operations. This position focuses on monitoring case quality, SLA performance, queue health, and operational risks to improve service delivery, reduce defects, and strengthen process consistency. Working closely with operational leaders and data partners, the specialist identifies trends, addresses performance gaps, and drives corrective actions that improve quality, reduce rework, and support audit readiness. This role will start as a 6+ month contract role will start onsite for the first 3 months, then transition into a hybrid schedule.

Key Responsibilities

• Monitor operational performance indicators, including aging work, SLA compliance, backlog risk, routing accuracy, and reopen trends.
• Conduct case quality reviews to ensure documentation standards, case ownership, and handoff practices are consistently followed.
• Perform queue hygiene activities, including identifying stale cases, correcting routing issues, and ensuring timely case progression.
• Proactively engage with HRSC agents and assignment groups to address operational risks and performance concerns.
• Identify recurring defects and process gaps and partner with stakeholders to implement sustainable improvements.
• Support operational review sessions, track action items, and ensure follow-through on improvement initiatives.
• Leverage operational reporting and dashboards to prioritize outreach and validate improvement efforts.

Required Qualifications

• Experience in operational quality, quality assurance, performance monitoring, audit, queue management, or a similar operational environment.
• Strong attention to detail and ability to identify risks, defects, and process inconsistencies.
• Experience interpreting operational data and translating insights into action plans.
• Excellent communication and stakeholder management skills, with the ability to provide constructive feedback and influence outcomes.

To learn more about this and other positions, contact Kyle Johnson at or kyle.johnson@healthcareitleaders.com. Healthcare IT Leaders is a national leader in IT workforce solutions, connecting healthcare provider, payer and life sciences organizations with experienced technology talent for consulting and full-time hiring. For more information, visit us on the web at www.healthcareitleaders.com.