Quality Assurance Leader – Member Experience & Operations

Clover Health; Houston (TX); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

ESPP

Office setup reimbursement

Cell phone stipend

Remote-first culture

Parental leave

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 end-to-end QA, establish standards, scorecards, governance, and continuous improvement with a focus on accuracy, empathy, compliance, and service excellence.

You will collaborate with Operations, Training, HR, Compliance, and Member Experience leadership to translate insights into actionable improvements for members, agents, and leaders,

Qualifications

• 7+ years in QA, contact center, CX, or operations leadership.
• Experience designing/scaling QA programs in healthcare or regulated settings.
• Deep knowledge of QA methodologies, calibration, and analytics.
• Proven ability to drive operational strategy using quality data.
• Strong analytics, dashboards, and executive reporting skills.
• Comfort leading cross-functional initiatives without direct authority.
• Experience with Medicare Advantage, CMS quality programs preferred.
• Familiarity with QA tech (AI-assisted review, BI tools) a plus.

Responsibilities

• Own and continually improve Clover's QA program across all member channels.
• Establish and evolve quality standards, scorecards, rubrics, and evaluation methods.
• Lead calibration sessions to improve scoring consistency and reviewer alignment.
• Develop dashboards and executive reporting on quality performance.
• Partner with Ops, Training, HR, Compliance, and leadership on improvements.
• Serve as the subject matter expert for QA at the Houston Experience Center.
• Ensure governance, inter-rater reliability, audits, and documented processes.
• Translate quality insights into coaching and process improvements.

Skills

Quality Assurance

Operations

Analytics

Leadership

Cross-functional

Medicare Advantage

Dashboards

BI tools

Education

Bachelor's degree or higher

Tools

Quality management platforms

Speech analytics

AI-assisted QA

Business intelligence tools

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 end-to-end QA, establish standards, scorecards, governance, and continuous improvement with a focus on accuracy, empathy, compliance, and service excellence.

You will collaborate with Operations, Training, HR, Compliance, and Member Experience leadership to translate insights into actionable improvements for members, agents, and leaders,