Shayla Rolle

Background

About Shayla Rolle

As an Executive Quality and Operations Leader, I have a focus in the healthcare sector, leveraging expertise in building scalable quality systems. My competencies also extend to root cause analysis, operational excellence, and stakeholder communication. It is my passion to drive cross-functional collaboration, and utilize data to deliver measurable improvements in performance, compliance, and patient satisfaction. Key Achievements Include: Directed enterprise-wide Quality Assurance strategy for a $5B healthcare organization, managing a team across the U.S. and India to elevate compliance, operational performance, and patient satisfaction Launched specialty-based Centers of Excellence (COEs), transforming a transactional assembly-line model into a personalized service experience using SME-level talent, driving an 8% increase in posting quality and a 6% acceleration in Net Promoter Score (NPS) Developed a collaborative, high-performance team culture across U.S. and offshore partners by breaking down communication barriers, incorporating mutual respect and elevating morale, ultimately being recognized with the Team Member of the Year award Managed performance and relationships with 3 global vendors (Omega Healthcare, Access Healthcare, and Cognizant), partnering with operations and client success teams to reduce escalations, improve service delivery, and ensure alignment with SLAs Established and led a high-performing QA team with 4 direct reports, developing audit tools and operational SOPs that improved decision accuracy and produced actionable insights for executive leadership Analyzed audit trends and presented executive-level summaries to senior leadership, including the CFO, driving strategic decisions and improved audit readiness