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PwC · 1 day ago

HCP Engagements QA and Training Lead - Managed Services -Health PLS

Austin, TX

Contract

Hybrid

Mid, Senior Level

$99K/yr - $232K/yr

5+ years exp

PwC is a leading professional services firm focused on risk and compliance, helping organizations navigate complex regulatory landscapes. The HCP Engagements QA and Training Lead will be responsible for coaching and developing team members, managing training programs, and ensuring quality compliance across managed services delivery.

AccountingBusiness DevelopmentConsultingFinanceFinancial ServicesTax Consulting

No H1B

Responsibilities

Analyse and identify the linkages and interactions between the component parts of an entire system

Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion

Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables

Develop skills outside your comfort zone, and encourage others to do the same

Effectively mentor others

Use the review of work as an opportunity to deepen the expertise of team members

Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate

Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements

Quickly and agilely learn client HCP and HCO engagement processes and ways of working, analyzing for opportunities to optimize, develop, update, and govern team playbooks, SOPs, and process documentation to ensure operational consistency and compliance

Develop and maintain training plans for both new and existing team members

Designing and delivering training curricula for new hires and ongoing development for existing team members

Keeping training materials current with process changes, client requirements, and industry/regulatory updates

Managing and delivering structured onboarding programs for new hires to ensure smooth integration and readiness

Providing coaching and skills development opportunities to build functional expertise across the team

Partnering with leadership to identify training gaps and address them proactively

Designing and executing quality monitoring frameworks to evaluate managed services team delivery accuracy, compliance, and timeliness of deliverables

Conducting regular quality reviews of outputs (e.g., tiering assessments, contracting, payment processing)

Tracking and reporting quality performance metrics; identify root causes of recurring errors and define corrective actions

Partnering with leadership to implement corrective training and process refinements

Leading process improvement and optimization

Serving as a key SME in continuous improvement initiatives, contributing to best practices across global operations

Mentoring junior team members

Supporting the process design and implementation of new client or new markets ensuring a high-level of customer engagement, quality, timeliness, and service-readiness across all regions

Managing deliverables on or ahead of deadlines and reporting any issues/risks beforehand

Experience in life science meetings & events, pharmaceutical device or healthcare setting working with HCPs, HCOs or Patients

Identifying opportunities for efficiency, automation, and standardization within the managed services delivery model

Working closely with the client-dedicated operations team to streamline processes while maintaining quality and compliance

Communicating with senior leadership and senior client stakeholders

Delivering “white glove” customer service

Ability to work in a fast-paced environment, with a strong emphasis on quality and accuracy

Monitoring and managing other responsibilities not necessarily listed but logically inherent to the role

Leading teams of individuals with a positive attitude

Strong English language reading comprehension and writing skills

Qualification

HCP engagement processesTraining curriculum designQuality monitoring frameworksProcess improvementLife sciences experienceCoaching skillsCustomer serviceAnalytical skillsMentoringCommunication skillsTeam leadership

Required

Bachelor's Degree

5 year(s) of experience