Assistant Manager of Quality, Service & Excellence at FreedomCare

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Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

95000.0

Posted On

26 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Training, Coaching, Operations, Leadership, Performance Data, Behavioral Feedback, Time Management, Communication, Collaboration, Mentoring, Evaluation Standards, Service Excellence, Data Analysis, Attention to Detail, Empathy

Industry

Hospitals and Health Care

Description

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations. 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

Responsibilities

The Assistant Manager supports daily operations and performance strategy of the Quality function at FreedomCare. This role involves coaching a team, maintaining QA evaluation schedules, and driving initiatives to improve caregiver and patient experiences.