[All remote jobs](https://jobicy.com/jobs.md)[![Clover Health logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/8d4e74b3-221.jpg)](https://jobicy.com/company/clover-health.md)[Clover Health](https://jobicy.com/company/clover-health.md) # Contact Center/CX Quality Assurance Lead (Houston) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/clover-health.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUndisclosedDepartment[Product & Operations](https://jobicy.com/categories/management.md)EmploymentFull TimeExperienceDirectorPublished2 Oct 2026Apply before1 Nov 2026Listing views37Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Clover Health is seeking a senior operational quality leader to own and mature the QA program for its Houston Experience Center. The role leads QA analysts and oversees scorecards, calibration, governance, appeals, reporting, and continuous-improvement initiatives across member interaction channels. It requires strong regulated-contact-center experience, ideally in healthcare or Medicare Advantage, with working knowledge of HIPAA, CMS quality programs, and member experience measures. The lead will use quality data and dashboards to influence coaching, training, compliance, and operational decisions. Success depends on balancing objective quality standards with developmental coaching and effective cross-functional partnership. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior program-ownership role requiring the candidate to establish scalable quality governance while leading people and influencing multiple functions. The regulated healthcare context, executive reporting expectations, and responsibility for resolving complex quality disputes increase its complexity. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$115,000US market range$95k–$140k0$154k AI insightNo actual salary range is disclosed; the posting only describes compensation as competitive. The figures shown are estimated annual US-market base-salary benchmarks in USD for a Houston-based contact center/CX Quality Assurance Lead with 7+ years of experience and regulated healthcare responsibilities. ## Core skills Skills and capabilities most closely associated with this opportunity. [Contact Center Quality Assurance](https://jobicy.com/jobs?search_keywords=Contact%20Center%20Quality%20Assurance.md)[Quality Program Management](https://jobicy.com/jobs?search_keywords=Quality%20Program%20Management.md)[Healthcare Operations](https://jobicy.com/jobs?search_keywords=Healthcare%20Operations.md)[Medicare Advantage](https://jobicy.com/jobs?search_keywords=Medicare%20Advantage.md)[HIPAA Compliance](https://jobicy.com/jobs?search_keywords=HIPAA%20Compliance.md)[Quality Calibration](https://jobicy.com/jobs?search_keywords=Quality%20Calibration.md)[Scorecard Development](https://jobicy.com/jobs?search_keywords=Scorecard%20Development.md)[Performance Analytics](https://jobicy.com/jobs?search_keywords=Performance%20Analytics.md)[Executive Reporting](https://jobicy.com/jobs?search_keywords=Executive%20Reporting.md)[Continuous Improvement](https://jobicy.com/jobs?search_keywords=Continuous%20Improvement.md) Sample interview questionsHow would you build or mature a contact center QA program during your first 90 days?I would begin by assessing existing scorecards, reviewer consistency, sampling coverage, appeals, reporting, and agent-coaching workflows. I would align standards with member experience goals and regulatory requirements, establish a calibration cadence and inter-rater reliability measures, then prioritize a small set of process improvements that leaders can act on quickly. How do you ensure QA evaluations remain fair and consistent across reviewers? I use clear behavioral rubrics, detailed scoring guidance, structured calibration sessions, and regular inter-rater reliability testing. When discrepancies appear, I review examples with reviewers, clarify standards, document decisions, and incorporate recurring lessons into reviewer training and scorecard guidance. Describe how you would use quality data to improve operational performance rather than simply score agents. I would segment results by interaction type, issue, team, agent tenure, and error category to identify patterns behind performance gaps. I would then translate findings into targeted coaching, knowledge-base updates, training changes, workflow fixes, or policy clarification, and measure whether those interventions reduce the recurring issue over time. How would you handle an appeal or disagreement involving a complex quality evaluation? I would review the interaction, applicable rubric, policy, and prior calibration decisions objectively, while giving the involved parties a clear opportunity to explain their perspective. I would communicate a documented decision promptly and, if the case exposes an unclear standard or systemic issue, update governance materials and recalibrate the broader reviewer group. What would you include in executive-level QA reporting? I would provide concise trend reporting on quality performance, compliance risks, top drivers of defects, calibration reliability, coaching effectiveness, and member-impact indicators. The report would distinguish isolated agent issues from systemic operational issues and conclude with prioritized recommendations, accountable owners, and measurable expected outcomes. Opportunity details ## About this role. At Clover Health, every member interaction builds trust and shapes health outcomes. We are hiring a Quality Assurance Lead to own and mature the Quality Assurance program for Clover’s Houston Experience Center, holding every member interaction to our standards for accuracy, empathy, compliance, and service. You will own the end-to-end program: standards, scorecards, calibration, governance, reporting, appeals, and continuous improvement. You will lead a team of QA analysts and partner with Operations, Training, HR, Compliance, and Member Experience leadership to turn quality insights into improvements for members, agents, and leaders. The role asks for objectivity and partnership at once: QA here is developmental, using data to find trends and turn them into coaching that moves performance. ### As our Quality Assurance Lead, you will: ### Program Leadership * Own and evolve the QA program across all member interaction channels, including the standards, scorecards, rubrics, and evaluation methods that align to Clover’s member experience commitments and Medicare Advantage quality measures, and serve as the QA subject matter expert for the Houston Experience Center. * Keep evaluations fair, consistent, and timely, supported by documented standards, governance, and scalable processes that hold regulatory and operational compliance. * Evaluate emerging QA technology, including AI-assisted review tools, to expand coverage and consistency while keeping the program developmental and human-centered. Quality Governance & Calibration * Lead the quality review process and facilitate recurring calibration with Team Leads, Trainers, and Member Experience leadership to hold scoring consistency across reviewers. * Own QA governance: inter-rater reliability, quality audits, appeals, reviewer development, documentation, and the policies that keep the program transparent and trusted. * Serve as the primary escalation point for complex quality disputes, and partner with Training, Compliance, HR, Product, and Operations to resolve the systemic issues quality reviews surface. Performance Insights & Continuous Improvement * Analyze quality data to surface performance trends, coaching opportunities, knowledge gaps, and systemic issues affecting the member experience. * Build dashboards and executive reporting, and bring data-driven recommendations that shape operational strategy and leadership decisions. * Partner with Operations, Training, and Member Experience leadership so quality findings drive coaching strategies, training priorities, and process improvements that reduce recurring issues. ### Success in this role looks like: In the first 90 days, Put consistent QA processes in place, improved velocity, and delivered quality reporting that leaders trust and act on. By six months, Governance is stronger, meaningful quality trends are identified, and coaching effectiveness and member experience outcomes have improved through partnership with leaders. ### You should get in touch if: * You have 7+ years in Quality Assurance, contact center operations, customer experience, or operational excellence, including leading a QA program. * You have designed, implemented, or scaled Quality Assurance programs in healthcare, insurance, or another regulated customer service environment. * You know quality methodologies, calibration, scorecard development, and performance analytics in depth. * You have used quality data to influence operational strategy and improve customer outcomes. * You build dashboards and executive-level reporting, and you present recommendations to senior leadership clearly in writing and in person. * You lead cross-functional initiatives and influence stakeholders without direct authority. * You balance accountability with coaching and build trusted partnerships across Operations, Training, HR, and Compliance. * Experience supporting Medicare Advantage, CMS quality programs, CAHPS, HIPAA, or regulated contact center environments is strongly preferred. * Experience with quality management platforms, speech analytics, AI-assisted QA, or business intelligence tools is a plus. Benefits Overview: * Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions. * Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare. * Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location. * Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews. Additional Perks: * Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities * Paid parental leave for all new parents * And much more! About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we’ve created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most. We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare. From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people’s lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone’s responsibility. #LI-ONSITE Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an[E-Verify](https://e-verify.uscis.gov/esp/media/resourcesContents/E-Verify_Participation_Poster.pdf) company. Show more [Apply now >](https://jobicy.com/jobs/154427-contact-center-cx-quality-assurance-lead-houston.md) > Annual salary information is not provided for this position. 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