Contact Center/CX Quality Assurance Lead (Houston)

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About the role

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-centered. 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. • Own QA governance: inter-rater reliability, quality audits, appeals, reviewer development, documentation, and the policies that keep the program transparent and trusted. • Serve as the primary escalation point for complex quality disputes, and partner with Training, Compliance, HR, Product, and Operations to resolve the systemic issues quality reviews surface. Performance Insights & Continuous Improvement • Analyze quality data to surface performance trends, coaching opportunities, knowledge gaps, and systemic issues affecting the member experience. • Build dashboards and executive reporting, and bring data-driven recommendations that shape operational strategy and leadership decisions. • Partner with Operations, Training, and Member Experience leadership so quality findings drive coaching strategies, training priorities, and process improvements that reduce recurring issues. Success in this role looks like: In the first 90 days , Put consistent QA processes in place, improved velocity, and delivered quality reporting that leaders trust and act on. 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. • You have designed, implemented, or scaled Quality Assurance programs in healthcare, insurance, or another regulated customer service environment. • You know quality methodologies, calibration, scorecard development, and performance analytics in depth. • You have used quality data to influence operational strategy and improve customer outcomes. • You build dashboards and executive-level reporting, and you present recommendations to senior leadership clearly in writing and in person. • You lead cross-functional initiatives and influence stakeholders without direct authority. • You balance accountability with coaching

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