Quality Assurance Lead - Member Experience

Clover Health

Houston, Northern (TX, KY)

Hybrid

USD 110,000 - 160,000

Full time

14 days+

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Benefits offered by this job

Equity opportunities

Performance-based bonus program

401k matching

Medical, dental, and vision coverage

No-Meeting Fridays

Flexible time-off policy

Remote-first culture

Job summary

Clover Health is hiring a Quality Assurance Lead for the Houston Experience Center to own and mature the QA program, ensuring interactions meet standards for accuracy, empathy, compliance, and service. You will lead a team of QA analysts and collaborate with Operations, Training, HR, Compliance, and leadership to translate quality insights into tangible improvements for members and agents.

The role emphasizes developmental QA, using data to identify trends and to coach performance, while

Qualifications

7+ years in Quality Assurance or related operations, including leading a QA program.
Experience in healthcare, insurance, or regulated customer service environments is strongly preferred.
Knowledge of QA methodologies, calibration, scorecard development, and performance analytics.

Responsibilities

Own and evolve the QA program across all member interaction channels with governance and reporting.
Lead QA analysts and partner with Operations, Training, HR, Compliance, and leadership to drive improvements.
Analyze QA data to surface trends and coaching opportunities, and build dashboards for executives.