Contact Center/CX Quality Assurance Lead (Houston)
Clover Health
Location: Houston, Texas, United States, United States
**Performance Optimization Leader at Clover Health in Houston, Texas** **What you'll do** - Own and continuously improve Clover's Quality Assurance program across all member interaction channels - Establish and evolve quality standards, scorecards, and evaluation methodologies - Build scalable QA processes that promote continuous improvement - Lead quality review process and ensure consistent application of evaluation standards - Analyze quality data to identify performance trends and coaching opportunities - Develop dashboards and executive reporting for quality performance insights **What they're looking for** - Experience in quality assurance and program development - Ability to balance objectivity with partnership - Skills in data analysis and trend identification - Experience with QA governance and calibration processes - Knowledge of Medicare Advantage quality measures - Comfort with emerging QA technologies, including AI-assisted review tools **Details** - Location: Houston, Texas, United States - Type: Not specified - Salary: null
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