Assistant Manager of Quality, Service & Excellence

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Assistant Manager of Quality, Service & Excellence for our Quality & Service team.

This role is remote with potential travel to the FreedomCare hub closest to you for meetings and collaboration.

Position Overview:

The Assistant Manager, Quality & Service Excellence (QSE) supports the daily operations, people management, and performance strategy of the Quality function at FreedomCare. This role blends frontline quality oversight with program administration, team development, and strategic alignment across coaching, evaluations, and service excellence initiatives. The Assistant Manager ensures consistent evaluation standards, partners with key stakeholders to close performance gaps, and drives initiatives that improve the caregiver and patient experience through best-in-class agent behaviors.

Responsibilities:

· Support and coach a team of QA Associates and Specialists, fostering consistency, clarity, and accountability in day-to-day performance.

· Own and maintain QA evaluation schedules, calibration sessions, and quality dashboards to ensure accurate, timely, and actionable insights.

· Partner with L&TD, Operations, and Compliance to align QA standards with training content and policy changes.

· Monitor evaluation trends and deliver regular reporting on service performance and behavioral insights with actionable development plans.

· Manage, lead and/or facilitate cross-functional calibrations with Operations to reinforce shared standards of service excellence.

· Support the development of holistic evaluation tools, including Observe.AI, sentiment scoring, and qualitative assessment enhancements.

· Partner with Learning Operations to expand department reach, including but not limited to: 1:1 coaching efforts, especially in the <90-day tenure band.

· Establish and oversee a standardized evaluation process for emerging team leads, including observation, coaching feedback, and a QSE-led certification path to strengthen leadership and service coaching consistency across the org.

· Assist in role-specific onboarding and skill development of new QSE team members.

· Coordinate and help maintain quality-related projects and support process documentation (e.g., SOPs, SharePoint resources, etc.).

Ideal Candidate Will Possess: 

Educational Background

· Bachelor’s degree in a related field such as Business, Healthcare Administration, Education, Communications, or a similar discipline. Equivalent professional experience is also acceptable.

Experience

· Minimum of 3 years of experience in Quality Assurance, Training, Coaching, or Operations in a contact center or healthcare environment.

· At least 1 year of experience in a leadership, supervisory, or mentorship role preferred.

· Prior experience conducting QA audits, reporting on performance data, and developing action plans with internal stakeholders.

· Familiarity with quality or coaching platforms (e.g., Observe.AI, TalkDesk, MaestroQA) and experience building reports or dashboards from audit data.

· Strong understanding of QA methodologies, behavioral feedback, and service performance measurement.

· Ability to analyze quality data, identify trends, and synthesize findings into actionable insights.

· High attention to detail with a commitment to consistency and fairness in evaluations.

· Effective time management skills and ability to balance day-to-day support with strategic project ownership.

· Comfort working in a fast-paced, evolving environment with shifting business needs.

· Demonstrated ability to lead with clarity and empathy, holding others accountable while building trust.

· Experience mentoring team members and supporting professional growth.

· Strong communication and collaboration skills across cross-functional teams (e.g., Ops, L&D, Compliance).

· Comfortable facilitating calibrations and presenting quality data to stakeholders.

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.
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