Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.
At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.
When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.
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DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.
Job Description:
Location: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.
The opportunity:
The Sr. Manager, Quality Assurance leads the Quality Assurance function within Dental Shared Services and is accountable for the consistent execution of quality monitoring, audit, calibration, reporting, and improvement activities across supported operations. This role manages quality teams and programs, translates performance data into actionable recommendations, and partners with Operations, Compliance, Training, Workforce Management, Client Engagement, Technology, and Business Process Outsourcing partners to strengthen controls, address risk, and improve member, provider, client, and business outcomes.
How you will contribute:
· Manage the day-to-day execution and continuous improvement of quality assurance programs across Dental Shared Services and supported operational functions, including Contact Center, Claims, Utilization Management, Provider Operations, Complaints and Grievances, Member Enrollment, Intake and Digital Services, and Vision operations.
· Establish and maintain audit procedures, sampling approaches, quality standards, calibration routines, and reporting practices aligned with contractual, regulatory, client, and internal control requirements.
· Lead, coach, and develop quality leaders and professionals by setting clear expectations, balancing workloads, monitoring productivity and accuracy, and supporting engagement, accountability, and career development.
· Analyze quality results, disputes, appeals, re-audits, and operational trends to identify root causes, emerging risks, and practical opportunities for improvement.
· Partner with Operations, Training, Workforce Management, Compliance, Client Engagement, Technology, and BPO leadership to develop and monitor corrective actions, coaching plans, training updates, and sustainable performance improvements.
· Manage client audit and calibration activities, including call and case selection, audit review, documentation preparation, meeting participation, follow-up, and timely response to client or regulatory inquiries.
· Coordinate quality support for internal, external, regulatory, and client audits; prepare evidence, contribute to management action plans, validate remediation, and track findings through closure.
· Implement quality improvement and…