Lead, Client Quality Assurance

Description About the Role Gifthealth is looking for a Lead, Quality Assurance Specialist to own the client-facing side of our quality program. You'll be the trusted bridge between Gifthealth and the clients we serve, translating their quality expectations into clear questionnaire responses, durable quality agreements, and dashboards that make compliance visible at a glance. This is a role for someone who is precise under pressure, comfortable representing Gifthealth to outside stakeholders, and energized by building the systems that keep a fast-moving, single partner platform trustworthy at scale. What You'll Own Client Quality Questionnaires — Complete, review, and maintain responses to incoming client quality and compliance questionnaires, coordinating with Regulatory, Operations, and Legal to ensure every answer is accurate, current, and consistent across clients. Quality Agreements — Draft, negotiate, and maintain Quality Agreements (QAs) with clients and partners, tracking commitments, renewal dates, and any obligations that flow into internal process changes. Quality Dashboards — Design and maintain dashboards that give Gifthealth leadership and clients real-time visibility into quality metrics, open corrective actions, and adherence to agreed-upon service levels. Cross-Functional Coordination — Partner with Operations, Regulatory and Client Success to make sure client quality expectations are reflected in day-to-day processes. Audit & Inspection Readiness — Maintain documentation in a state that is always audit-ready, and support client audits or quality reviews as the subject-matter point of contact. Continuous Improvement — Identify trends across questionnaires, agreements, and dashboard metrics, and turn them into process improvements before they become client-facing issues. What We're Looking For 5+ years in quality assurance, quality systems, or regulatory compliance — ideally within healthcare, pharma (GMP), or another regulated industry. Direct experience with quality agreements — drafting, redlining, or managing QAs with external clients or partners. Must understand business contracts and how they relate to Quality Agreements. Comfort building and maintaining dashboards — using tools such as Excel, Power BI, Tableau, or similar to turn quality data into something leadership and clients can act on. Strong written communication — able to represent Gifthealth's quality posture clearly and confidently in client-facing questionnaires and documents. Detail orientation under deadline pressure — client questionnaires and audits rarely arrive on a convenient timeline. Collaborative mindset — you'll work across Regulatory, Operations, Legal, and Client Success daily, and Project Management daily. Client facing — must be able to have conversations with clients and represent Gifthealth in a positive and professional manner. Negotiations — must be able to negotiate with clients and ensure quality agreements align with Gifthealth business expectations. Preferred Qualifications Familiarity with direct-to-patient (DTP) pharmaceutical distribution or specialty pharmacy operations. Experience supporting client or regulatory audits from the quality side of the table. ASQ certification (CQA, CQE) or equivalent quality credential. Business and/or Quality contract experience. Experience standing up a quality metrics program from scratch, rather than maintaining an existing one. Supervisory experience. Work Environment Location :Hybrid Schedule : Full-time May require availability during specific hours or days or flexibility for escalations. Regular meetings with your teams, departments, or leadership to ensure alignment. Employment Classification Status: Full-time FLSA: Exempt Equal Employment Opportunity (EEO) Statement Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status. Disclaimer This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.