Contact Center/CX Quality Assurance Lead

About the role

Clover Health is seeking a Quality Assurance Lead to own and mature the quality assurance program for its Houston Experience Center. The role involves managing the end-to-end QA lifecycle, including standards, scorecards, calibration, and reporting, while leading a team of analysts to drive continuous improvement. You will partner with cross-functional leadership to turn quality insights into actionable coaching and operational strategies.

Responsibilities

• Own and evolve the QA program across all member interaction channels including standards, scorecards, and evaluation methods.
• Lead the quality review process and facilitate recurring calibration sessions to ensure scoring consistency.
• Manage QA governance, including inter-rater reliability, quality audits, and reviewer development.
• Analyze quality data to identify performance trends, knowledge gaps, and systemic issues.
• Build dashboards and executive reports to provide data-driven recommendations to leadership.
• Evaluate and implement emerging QA technologies, such as AI-assisted review tools, to enhance program efficiency.

Required skills

• Quality Assurance
• Contact center operations
• Customer experience
• Operational excellence
• Scorecard development
• Performance analytics
• Data analysis
• Executive reporting
• Stakeholder management

Nice to have

• Medicare Advantage
• CMS quality programs
• CAHPS
• HIPAA
• Quality management platforms
• Speech analytics
• AI-assisted QA
• Business intelligence tools

Qualifications

• 7+ years of experience in Quality Assurance, contact center operations, customer experience, or operational excellence
• Experience designing, implementing, or scaling Quality Assurance programs in healthcare, insurance, or regulated customer service environments

Benefits

• Competitive base salary
• Equity opportunities
• Performance-based bonus program
• 401k matching
• Medical coverage
• Dental coverage
• Vision coverage
• Mental health resources
• Flexible time-off policy
• Paid parental leave

About the Company

Clover Health is reinventing health insurance by combining data with human empathy to improve health outcomes. The company develops custom software and analytics to empower clinical staff to provide personalized care to members.