QA Lead (Healthcare)

Location: Houston, Texas, United States; onsite at the Houston Experience Center

Company

hirify.global combines data, custom software, analytics, and human empathy to improve healthcare and personalized member care.

What you will do

• Own and evolve the QA program across member interaction channels, including standards, scorecards, rubrics, and evaluation methods.
• Lead QA analysts and facilitate recurring calibration with Team Leads, Trainers, and Member Experience leadership.
• Manage governance activities including audits, inter-rater reliability, appeals, reviewer development, and documentation.
• Analyze quality data, identify trends and systemic issues, and build dashboards and executive reporting.
• Partner with Operations, Training, HR, Compliance, Product, and Member Experience leadership to turn findings into coaching and process improvements.
• Evaluate AI-assisted review and other QA technologies to expand coverage while keeping reviews developmental and human-centered.

Requirements

• 7+ years of experience in Quality Assurance, contact center operations, customer experience, or operational excellence, including QA program leadership.
• Experience designing, implementing, or scaling QA programs in healthcare, insurance, or another regulated customer service environment.
• Deep knowledge of quality methodologies, calibration, scorecard development, and performance analytics.
• Experience using quality data to influence operational strategy and improve customer outcomes.
• Ability to build dashboards and executive-level reports, present recommendations clearly, and influence stakeholders without direct authority.
• Ability to balance accountability with coaching and build partnerships across Operations, Training, HR, and Compliance.

Nice to have

• Experience with Medicare Advantage, CMS quality programs, CAHPS, HIPAA, or regulated contact centers.
• Experience with quality management platforms, speech analytics, AI-assisted QA, or business intelligence tools.

Culture & Benefits

• Competitive base salary, equity opportunities, performance-based bonus, 401(k) matching, and regular compensation reviews.
• Medical, dental, and vision coverage, plus mental health resources.
• No-Meeting Fridays, monthly company holidays, flexible time off, and paid parental leave.
• Learning programs, mentorship, professional development funding, and regular performance feedback.
• Employee Stock Purchase Plan with discounted equity opportunities.