Contact Center/CX Quality Assurance Lead (Houston)

Job Overview

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.

Job Description

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.

Evaluate emerging QA technology, including AI-assisted review tools, to expand coverage and consistency while keeping the program developmental and human-centered.

Own QA governance: inter-rater reliability, quality audits, appeals, reviewer development, documentation, and the policies that keep the program transparent and trusted.

Key Responsibilities

• 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.
• 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.
• Quality Governance & Calibration Lead the quality review process and facilitate recurring calibration with Team Leads, Trainers, and Member Experience leadership to hold scoring consistency across reviewers.
• Build dashboards and executive reporting, and bring data-driven recommendations that shape operational strategy and leadership decisions.

Required Skills and Qualifications

• 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 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.
• 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.
• Quality Governance & Calibration Lead the quality review process and facilitate recurring calibration with Team Leads, Trainers, and Member Experience leadership to hold scoring consistency across reviewers.
• Performance Insights & Continuous Improvement Analyze quality data to surface performance trends, coaching opportunities, knowledge gaps, and systemic issues affecting the member experience.
• Partner with Operations, Training, and Member Experience leadership so quality findings drive coaching strategies, training priorities, and process improvements that reduce recurring issues.
• By six months , Governance is stronger, meaningful quality trends are identified, and coaching effectiveness and member experience outcomes have improved through partnership with leaders.
• You should get in touch if: You have 7+ years in Quality Assurance, contact center operations, customer experience, or operational excellence, including leading a QA program.

Benefits and Perks

• You have designed, implemented, or scaled Quality Assurance programs in healthcare, insurance, or another regulated customer service environment.
• Benefits Overview : Financial Well-Being : Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities.
• Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
• Additional Perks: Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities Paid parental leave for all new parents And much more!
• About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Clover Health is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.