Performance Optimization Leader
Clover Health
- Houston, Texas, United States
- Onsite
- Posted Aug 20, 2026
Job description
About the role
The Performance Optimization Leader will build and lead the Quality Assurance function for Clover’s Houston Experience Center, owning the end‑to‑end QA program and partnering with Operations, Training, HR, Compliance and Member Experience leadership to drive continuous improvement and strategic insights.
About the company
Clover Health is a health‑insurance company that combines data and human empathy, building custom software and analytics to keep members healthier. The mission‑driven, remote‑first organization puts members first, values diversity and inclusion, and strives to solve complex healthcare challenges.
Requirements
- 7+ years experience in Quality Assurance, contact center operations, customer experience or operational excellence, including leading QA programs
- Experience designing, implementing or scaling QA programs in healthcare, insurance or other regulated customer service environments
- Deep knowledge of quality methodologies, calibration, scorecard development and performance analytics
- Demonstrated success using quality data to influence operational strategy and improve customer outcomes
- Exceptional analytical skills and experience developing dashboards and executive‑level reporting
- Ability to lead cross‑functional initiatives and influence stakeholders without direct authority
- Strong coaching and accountability balance; ability to build trusted partnerships with Operations, Training, HR and Compliance
- Excellent written and verbal communication; comfortable presenting recommendations to senior leadership
- Experience with Medicare Advantage, CMS quality programs, CAHPS, HIPAA or regulated contact‑center environments (strongly preferred)
- Experience with quality management platforms, speech analytics, AI‑assist QA or business intelligence tools (a plus)