Contact Center/CX Quality Assurance Lead (Houston) at Clover Health Investments, Corp. /De

Job description

At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America’s seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member’s complete health history, we ensure better care at a lower cost, delivering the highest value to those who need it most. We’re looking for a CX Performance and Enablement Manager to own the systems, data, and quality programs that allow our Houston Member Engagement Center to perform at its best. Reporting to the Director, you will lead Quality Assurance and Workforce Management and hold functional oversight of Operational Improvements, Product, Tools, and AI Champion work for the center. You will make sure the right people are scheduled at the right time, every interaction is measured and coached to a consistent standard, and the center’s tools and processes keep getting better. Our member experience center operates between 8:00am and 8:00pm local time . Coverage planning must support these hours on a rotating basis, including weekend coverage during our peak season: Monday–Friday (April 1 – October 1) Monday–Sunday (October 1 – March 31) As our CX Performance and Enablement Manager, you will: Quality Assurance Lead the QA team, including the QA Lead and QA Analysts, and own the Houston QA program, rubric, and scoring standards. Ensure the team completes the required number of QA evaluations each week and month, with consistent coverage across agents, supervisors, and call types. Run regular calibration sessions with supervisors, trainers, and QA to keep scoring consistent and fair. Report QA results and trends to leadership and partner with supervisors and Learning & Development to turn findings into coaching and training. Workforce Management Own forecasting, scheduling, and real-time management so the center has adequate coverage for every use case, seven days a week. Plan for holidays, peak season, planned and unplanned absences, PTO, and campaign-driven volume, and adjust staffing and schedules proactively. Balance inbound call volume against outbound campaign demand in partnership with the Senior Manager. Measure and improve forecast and coverage accuracy; publish intraday and weekly staffing reports and flag gaps early. Maintain schedule adherence and attendance definitions and reporting (including breaks, lunches, and exceptions) used by supervisors. Functional oversight Operational Improvements: Identify, prioritize, and lead process improvements that reduce handle time, errors, and rework and improve the member and agent experience. Document processes and track the impact of changes. Product: Act as the center’s voice to Product and Engineering. Gather and prioritize agent and member feedback, write requirements, test releases, and communicate product changes to the floor. Tools: Own the center’s toolset, including telephony and CRM, WFM, QA, and reporting tools. Manage configuration, access, vendor and IT relationships, KPI definitions and dashboards, and data accuracy. AI Champion: Lead the center’s use of AI. Identify and pilot use cases, support responsible adoption by agents and supervisors, train the team, measure results, and partner with compliance and IT on governance. Leadership and Partnership Partner with the Director, Senior Manager, supervisors, Learning & Development, and teams outside Member Engagement to translate data into action. Hire, coach, and develop your direct reports and build clear ownership and documentation for each functional area. Success in this role looks like: QA evaluations completed per week and per month WFM accuracy: adequate coverage for all use cases, seven days a week, including holidays, absences, and peak periods Product Prioritization List: Comprehensive and product prioritization list with completed items every quarter