Serves as the primary operational liaison between the client and delivery teams, communicating performance results, operational updates, risks, and improvement opportunities. 

Success in this role depends on leading by example, maintaining a positive and accountable team environment, and holding the onshore team to quality standards that support client satisfaction. 

• Manage daily performance, attendance, and productivity of onshore Indexing Quality Specialists.
• Monitor queue volume and throughput; escalate capacity issues to the Business Line Manager.
• Partner with the QA Lead on quality calibration and individual coaching plans.
• Conduct 1:1s, performance reviews, and coaching or corrective action as needed.
• Provide operational oversight of GCC indexing performance, including quality, productivity, service levels, and adherence to established workflows.
• Review GCC performance metrics and trends, identify areas for improvement, and drive accountability through established governance and escalation processes.
• Coordinate with GCC leadership on staffing, workflow management, escalation handling, training, and shift coverage needs.
• Report performance and quality metrics to the Business Line Manager.
• Serve as the primary client-facing operational contact for indexing services, participating in client discussions, status reviews, performance reporting, and issue resolution activities.
• Prepare and communicate service-line performance metrics, quality results, operational risks, and improvement initiatives to internal leadership and clients.
• Own operational follow-up and action planning related to client feedback, escalations, and service-level commitments.
• Monitor end-to-end indexing performance across all delivery teams and recommend process improvements to increase quality, efficiency, and client satisfaction.
• Support service-line growth initiatives, operational readiness activities, and implementation of new client requirements as needed.
• Lead by example and foster a positive, accountable team environment that supports consistent quality for the client.
• Perform other duties as assigned. 

• High School Diploma or equivalent required 

• College degree with preferred concentration on statistical, accounting, or similar disciplines. 

• Prior experience supervising hourly/production staff, ideally in a QA or document review environment. 

• Comfortable with metrics-driven performance management — this is a must. 

• Experience partnering with or overseeing remote or distributed teams preferred. 

• Familiarity with HIPAA/PHI handling expectations. 

• Experience managing vendor, offshore, or global delivery operations preferred. 

• Experience in client-facing operations, account support, or service delivery leadership preferred. 

• Strong analytical and reporting skills with the ability to interpret operational performance metrics and develop action plans. 

• Demonstrated ability to influence cross-functional teams and partners without direct authority. 

• Experience performing or leading indexing, document classification, document review, data validation, medical record review, or other production-based quality review functions required. 

• Demonstrated understanding of indexing workflows, quality controls, productivity management, exception handling, and accuracy standards.