JOB SUMMARY Serves as the vital bridge between internal operations and our clients, ensuring strict compliance with complex client parameters while safeguarding quality standards. By proactively analyzing audit trends and leading calibration efforts, this role mitigates operational risk, optimizes outcomes, and drives continuous process improvements, including targeted machine learning integration. Ultimately, the position elevates client trust, strengthens internal team capability, and protects organizational revenue through consistent, high-accuracy service delivery. Mission, Culture & Values At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care. We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work. What You’ll Do Quality Calibration and Client Alignment • Partner directly with client auditors through monthly review calls and calibration sessions to maintain operational alignment, clarify expectations, and minimize scoring variance. • Manage a monthly case sample selection from reconciliation reports using audit criteria, logging scores and deduction points in the designated client portal. • Lead the end-to-end audit rebuttal process, investigating findings and presenting timely, data-backed appeals to the client. • Maintain, analyze, and upload quality metrics and audit insights within the client portal to ensure real-time visibility into compliance trends and team performance. • Lead in-person client touchpoints and strategic business reviews to strengthen trust, align on evolving compliance standards, and reinforce partner satisfaction. Team Coaching and Continuous Improvement • Facilitate regular coaching sessions with the internal QA team to communicate updated client specifications, scoring parameters, and quality standards. • Analyze audit trends alongside internal leadership to identify root causes of quality gaps and recommend actionable process solutions. • Oversee post-audit action plans, tracking and driving the implementation of process updates and machine learning (ML) enhancements to measurably improve audit performance. Process Improvement • Collaborate with Machine Learning, the client, and operational teams to translate findings and client feedback into actionable automation rules, driving continuous model accuracy and operational efficiency. • Validate new machine learning automations and tool features against live sample data before full rollout to ensure they meet client quality benchmarks. • Establish and conduct internal calibration sessions across the QA team to ensure baseline consistency and eliminate scoring variances before reports are client-facing. • Document new audit methodologies, case guidelines, and client-specific business rules into standardized operating procedures (SOPs) for onboarding and retraining. • Design Corrective and Preventive Action (CAPA) protocols for recurring high-severity errors or systematic compliance failures. What Makes This Role Successful: You’re someone who naturally looks for ways to make things better. You bring a thoughtful, detail-oriented approach to reviewing client cases, with the ability to spot both individual issues and larger patterns or opportunities for improvement. You’re comfortable asking questions, digging into the “why” behind an issue, and using good judgment to determine what needs to change. You communicate your findings clearly and turn them into practical recommendations that the QA team can use to improve workflows. You take ownership of your work, collaborate well with others, and are motivated by seeing your insights lead to real improvements in quality, consistency, and the client experience. Most importantly, you don’t just identify what isn’t working—you help find a better way forward. Requirements What Your First 90 Days May Look Like: First 30 Days — Transition, Assess & Establish Baseline Focus on gaining a comprehensive understanding of the Sedgwick audit lifecycle, mastering monthly case selection criteria, scoring reconciliation methods, rebuttal workflows, and client calibration activities. Approach the onboarding process through a continuous improvement lens. Using a fresh perspective, conduct a deep dive into recent audit outputs and variance trends as you’re learning to establish a performance baseline, pinpoint root causes for scoring deductions, and surface immediate opportunities for process refinement. As an internal auditor, your insights are critical from day one. You are expected and encouraged to speak up, challenge existing workflows, and highlight areas where we can optimize quality and efficiency. Days 31–60 — Analyze, Improve & Implement Transition to full operational ownership of the audit and calibration cycle while pivoting insights into tangible process improvements. Partner closely with PAS leadership and the QA team to dismantle recurring quality bottlenecks through root-cause analysis, tighter internal calibration, and direct coaching interventions. Concurrently, serve as the bridge to technology partners, identifying and championing high-value workflow adjustments and machine-learning enhancements that scale overall efficiency and audit accuracy. Days 61–90 — Optimize, Measure & Sustain Shift focus toward measuring business impact and institutionalizing continuous improvement. Validate recent process changes and coaching initiatives by measuring shifts in scoring variance and defect trends. Formalize a repeatable, long-term framework for internal calibration, ongoing QA education, and workflow refinement. Finally, establish a regular reporting cadence for executive leadership, delivering transparent visibility into risk areas, implemented solutions