Quality Assurance Lead, Member Experience & CX

Clover Health; United States; Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Equity opportunities

401k matching

No-Meeting Fridays

Remote-first culture

Job summary

Clover Health is hiring a Quality Assurance Lead to own and mature the QA program for the Houston Experience Center, ensuring every member interaction meets our standards for accuracy, empathy, compliance, and service.

You will lead a team of QA analysts, partnering with Operations, Training, HR, Compliance, and leadership to turn quality insights into coaching that improves member experiences, agent performance, and operational outcomes.

Qualifications

• 7+ years in QA or related fields including leading a QA program.
• Designed, implemented, or scaled QA programs in regulated environments.
• Knowledge of QA methodologies, calibration, scorecards, and analytics.
• Ability to build dashboards and present to senior leadership clearly.
• Experience with Medicare Advantage, CMS quality programs, HIPAA preferred.
• Experience with QA platforms, speech analytics, AI-assisted QA or BI tools a plus.

Responsibilities

• Own and evolve the QA program across all member interaction channels.
• Lead QA governance, calibration, documentation, and escalation processes.
• Analyze quality data to surface trends and coaching opportunities.
• Build dashboards and executive reporting to shape strategy.
• Partner with cross-functional leadership to drive coaching and improvements.

Skills

Quality Assurance

Contact center operations

Customer experience

Operational excellence

QA program leadership

Data analytics

BI tools

Tools

Quality management platforms

Speech analytics

AI-assisted QA

Business intelligence tools

Job description

Clover Health is hiring a Quality Assurance Lead to own and mature the QA program for the Houston Experience Center, ensuring every member interaction meets our standards for accuracy, empathy, compliance, and service.

You will lead a team of QA analysts, partnering with Operations, Training, HR, Compliance, and leadership to turn quality insights into coaching that improves member experiences, agent performance, and operational outcomes.