Quality Assurance Lead

Job Summary

Owning and evolving the Quality Assurance program for Clover's Houston Experience Center, the full-time Quality Assurance Lead will manage standards, scorecards, and continuous improvement initiatives while collaborating with various teams to enhance member interactions.

Key responsibilities

• Lead the development and implementation of QA standards and evaluation methods across all member interaction channels
• Facilitate quality review processes and ensure scoring consistency through regular calibration with team leads and leadership
• Analyze quality data to identify performance trends and coaching opportunities, driving operational strategy and process improvements

Required qualifications

• 7+ years of experience in Quality Assurance, contact center operations, or operational excellence, with a focus on leading QA programs
• Experience designing or scaling Quality Assurance programs in healthcare, insurance, or regulated customer service environments
• In-depth knowledge of quality methodologies, calibration, scorecard development, and performance analytics
• Proven ability to use quality data to influence operational strategy and improve customer outcomes
• Experience with quality management platforms, speech analytics, or AI-assisted QA tools is a plus