CX QA Lead - Contact Center Excellence

Coinscapture; Houston, Northern (TX, KY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Employee Stock Purchase Plan (ESPP)

Paid parental leave

Remote-friendly culture

No-Meeting Fridays

401k matching

Equity opportunities

Job summary

Clover Health is seeking a Quality Assurance Lead for the Houston Experience Center to own and mature the QA program across all member interactions. You will establish standards, scorecards, governance, and reporting while ensuring regulatory compliance and a developmental, human-centered approach to QA.

You will lead a team of QA analysts, partner with Operations, Training, HR, Compliance, and Product to turn quality insights into coaching and process improvements that raise member outcomes and

Qualifications

• 7+ years in Quality Assurance, contact center operations, customer experience, or operational excellence; proven QA program leadership.
• Experience designing, implementing, or maturing QA programs in regulated environments.

Responsibilities

• Own and evolve the QA program across all member interaction channels and establish clear standards, scorecards and rubrics.
• Lead calibration sessions with Team Leads, Trainers, and leadership to ensure consistent scoring.
• Govern QA processes: inter-rater reliability, audits, appeals, reviewer development, and documentation.
• Analyze quality data to surface trends, coaching opportunities, and systemic issues affecting members and agents.
• Partner with Training, Compliance, HR, Product, and Operations to translate QA findings into actionable improvements.

Skills

Quality Assurance

Contact centers

Customer experience

Operational excellence

Data analytics

Leadership

Job description

Clover Health is seeking a Quality Assurance Lead for the Houston Experience Center to own and mature the QA program across all member interactions. You will establish standards, scorecards, governance, and reporting while ensuring regulatory compliance and a developmental, human-centered approach to QA.

You will lead a team of QA analysts, partner with Operations, Training, HR, Compliance, and Product to turn quality insights into coaching and process improvements that raise member outcomes and