QA Lead - Houston Experience Center
Core
Own and mature the end-to-end Quality Assurance program for Clover's Houston Experience Center, ensuring accuracy, empathy, and compliance across all member interaction channels.
Role type
Senior IC Quality Assurance Lead (Healthcare/Insurance)
Builds
QA standards, scorecards, rubrics, governance frameworks, and executive dashboards for a Medicare Advantage contact center.
Domain
Healthcare insurance / Medicare Advantage / Regulated contact center operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
QA program ownership, scorecard development, calibration facilitation, performance analytics, cross-functional stakeholder influence, executive reporting, regulatory compliance knowledge
Preferred skills
Medicare Advantage/CMS/CAHPS experience, HIPAA knowledge, AI-assisted QA tools, speech analytics, quality management platforms
Technologies
AI-assisted review tools, speech analytics, business intelligence tools, quality management platforms
Responsibilities
Design and evolve QA standards and evaluation methods; lead calibration sessions to ensure scoring consistency; analyze quality data to identify trends and coaching opportunities; build dashboards and executive reports; partner with Operations, Training, and Compliance to drive process improvements; serve as escalation point for quality disputes.
Seniority
Senior, hands-on IC with program leadership
