Contact Center/CX Quality Assurance Lead (Houston)
Description
At Clover Health, every member interaction builds trust and shapes health outcomes. We are hiring a Quality Assurance Lead to own and mature the Quality Assurance program for Clover's Houston Experience Center, holding every member interaction to our standards for accuracy, empathy, compliance, and service. You will own the end-to-end program: standards, scorecards, calibration, governance, reporting, appeals, and continuous improvement. You will lead a team of QA analysts and partner with Operations, Training, HR, Compliance, and Member Experience leadership to turn quality insights into improvements for members, agents, and leaders. The role asks for objectivity and partnership at once: QA here is developmental, using data to find trends and turn them into coaching that moves performance. As our Quality Assurance Lead, you will: Program Leadership Own and evolve the QA program across all member interaction channels, including the standards, scorecards, rubrics, and evaluation methods that align to Clover's member experience commitments and Medicare Advantage quality measures, and serve as the QA subject matter expert for the Houston Experience Center. Keep evaluations fair, consistent, and timely, supported by documented standards, governance, and scalable processes that hold regulatory and operational compliance. Evaluate emerging QA technology, including AI-assisted review tools, to expand coverage and consistency while keeping the program developmental and human-centere --- Source: jobicy - Clover Health
