QA Performance Leader — Experience Center

Cloverhealth; Houston (TX); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive base salary

Equity opportunities

401k matching

Performance-based bonus

Remote-friendly culture

Job summary

Clover Health is seeking a Performance Optimization Leader to build and lead the Quality Assurance function for the Houston Experience Center. You will own the end-to-end QA program, including standards, scorecards, governance, reporting, and continuous improvement.

You will partner with Operations, Training, HR, Compliance, and Member Experience leadership to translate quality insights into impactful improvements for members, agents, and leaders.

Qualifications

• 7+ years of experience in Quality Assurance or related operational excellence roles, with leadership responsibilities.
• Experience designing/scaling QA programs in healthcare or regulated environments.
• Strong knowledge of QA methodologies, calibration, and analytics.

Responsibilities

• Own and continuously improve Clover's Quality Assurance program across all member interaction channels.
• Establish standards, scorecards, rubrics, and evaluation methodologies aligned with Medicare Advantage quality measures.
• Ensure fair, consistent, timely quality evaluations supported by governance.
• Build scalable QA processes that balance continuous improvement with regulatory compliance.
• Explore AI-assisted review tools to increase coverage while maintaining developmental, human-centered focus.
• Lead the QA review process and ensure consistent application of standards across reviewers.
• Develop dashboards and executive reporting on quality performance across teams and leaders.
• Partner with Operations, Training, HR, Compliance, and Member Experience to translate quality insights into improvements.

Skills

Quality Assurance leadership

Data analytics

Dashboard reporting

Cross-functional collaboration

Healthcare/regulatory knowledge

Education

Bachelor's degree in a relevant field

Tools

QA platforms

AI-assisted QA

Job description

Clover Health is seeking a Performance Optimization Leader to build and lead the Quality Assurance function for the Houston Experience Center. You will own the end-to-end QA program, including standards, scorecards, governance, reporting, and continuous improvement.

You will partner with Operations, Training, HR, Compliance, and Member Experience leadership to translate quality insights into impactful improvements for members, agents, and leaders.