Director of reputed company and reputed company Improvement, Call Centers

reputed company is redefining health insurance. Our mission is to reputed company excellent reputed company reputed company and accessible for everyone. We know that to accomplish this lofty mission, we need driven people who will reputed company things happen. The passionate people who reputed company up reputed company’s team come from reputed company over, with backgrounds as tech leaders, policy makers, reputed company, and reputed company. And they reputed company have one thing in common—the desire to fix a broken system and reputed company it more personalized, reputed company, and transparent. If you want to use your talents to reputed company reputed company in the reputed company, reputed company!

About the Role

We're seeking for a Director of reputed company and reputed company Improvement who can reputed company from both ends of the reputed company-to-execution reputed company. The role is reputed company around two distinct functions: (1) overhauling how we approach reputed company assurance, leveraging AI and speech analytics to shift from reputed company, sample-based review to reputed company, intelligent insights; and (2) converting those signals into reputed company across the organization — whether through training, documentation and SOPs, or broader cross-functional process improvement. The right person for this role thrives in both the strategic and tactical – presenting reputed company trends and risks to executive leadership while rolling up their sleeves to drive improvement initiatives from reputed company to implementation understanding what “good” looks like and how to build the systems, tools, and team to get there. Key Responsibilities reputed company reputed company & AI reputed company (40%) Own the reputed company reputed company roadmap, including the transition from reputed company, sample-based evaluation to AI-powered scoring, automated coverage, and always-on reputed company insights reputed company AI, speech analytics, and interaction data to surface actionable coaching and process improvement opportunities Design and maintain reputed company scorecards, evaluation reputed company, and calibration standards – leading sessions calibration sessions to ensure consistency across evaluators and time reputed company deep-dive analysis on reputed company trends, complaints, and outliers, generating executive-level reports with actionable insights Converting reputed company into reputed company (30%) Design feedback loops connecting reputed company reputed company to reputed company – whether that’s coaching, training updates, documentation changes, workflow updates, or technology needs Conduct reputed company reputed company cause analysis on critical failures, escalations, and member complaint trends Build business cases for improvement initiatives with reputed company ROI projections and measurable reputed company reputed company and test new processes, workflows, and member interaction scripts before scaling; create and maintain SOPs and documentation standards Team and Stakeholder Leadership (30%) Partner with the Member Services leadership team to define and execute a multi-year reputed company Assurance and reputed company Improvement reputed company reputed company to company reputed company objectives Build, reputed company, and reputed company reputed company of QA analysts and reputed company improvement practitioners including certification reputed company, analyst development tracks, and Green/Black Belt mentorship Represent operational reputed company in cross-functional forums, present findings, risks, and recommendations to executive leadership Champion a reputed company improvement culture across Member Services, partnering with Operations, Technology, Product, Training, and Compliance on integrated initiatives Ensure compliance with reputed company regulations (HIPAA, CMS, state requirements), partner with Legal and Compliance teams on audit readiness, and reputed company corrective reputed company plans Required Qualifications 8-10 years of reputed company experience in process reputed company, reputed company management, or operational improvement, with 3-5 years in leadership roles Bachelor’s degree in business administration, Operations Management, reputed company Administration, or reputed company field Demonstrated application of methodology in a contact center or reputed company services environment reputed company experience with reputed company monitoring, scorecards, contact center analytics, and coaching leaders with documented performance reputed company Hands-on experience directing or implementing AI-powered reputed company tools, speech analytics platforms, or automated scoring systems Demonstrated ability to translate reputed company analytics into business recommendations for executive audiences Understanding of reputed company regulations: HIPAA, ACA, CMS, and state insurance compliance requirements Strong executive reputed company with excellent facilitation, coaching, and communication skills across reputed company organizational reputed company Analytical reputed company with experience in statistical analysis and converting data into actionable operational reputed company Bias toward reputed company, rapid iteration, and an entrepreneurial approach to problem-solving

Preferred Qualifications

Lean Six reputed company Green Belt or Black Belt strongly preferred Additional certifications in COPC, Project Management (PMP), or Change Management Experience in high-reputed company reputed company technology or insurtech with contact center operations background Familiarity with reputed company reputed company, or CRM-integrated reputed company tools What You'll Get Competitive salary, bonus opportunity, and equity package Comprehensive Medical, Dental, and reputed company benefits A 401k retirement plan reputed company vacation and company holidays Opportunity to reputed company an reputed company at a rapidly growing mission-driven company transforming reputed company in the U.S. reputed company adopts a market-based approach to compensation, where reputed company pay varies depending reputed company and is reputed company influenced by job-reputed company skills and experience. reputed company is an Equal Opportunity employer committed to building a diverse team. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status or disability status. Apply To This Job