Supervisor, Indexing Operations

Overview

Directly manages the onshore team of Indexing Quality Specialists who review and correct software-suggested indexing fields. Provides operational oversight for both onshore and GCC indexing operations, ensuring consistent quality, productivity, service-level performance, and client outcomes across the service line. Responsible for day-to-day performance management, coaching, and scheduling of the onshore team while maintaining oversight of GCC performance and partnering with GCC leadership to drive accountability and continuous improvement.

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.

Responsibilities

• 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.

Qualifications

• 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.

*This job description reflects management’s assignment of essential functions. It does not prescribe or reflect the tasks that may be assigned.

MRO’s employees work at client facilities throughout the United States. We are proud of the culture we create for our employees and offer an outstanding work environment. We strive to match the right applicant to the right position. To learn more about us, visit www.mrocorp.com. MRO is an Equal Opportunity Employer.

Total CompensationBase pay is one element of the total compensation package. Eligible employees may also have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary RangeIt is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

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