Director of Quality and Continuous Improvement (Healthcare)

TL;DR

Director of Quality and Continuous Improvement (Healthcare): Overhauling quality assurance processes leveraging AI and speech analytics to enable continuous intelligent insights and shifting from manual sample-based reviews, while converting signals into organization-wide actions through training, SOPs, and process improvements. Focus on designing quality scorecards and calibration standards, conducting root cause analysis on trends and complaints, building and leading QA teams, and ensuring compliance with healthcare regulations.

Remote (United States)

Company

hirify.global is redefining health insurance to make excellent healthcare affordable and accessible for everyone.

What you will do

• Own the quality evolution roadmap, transitioning to AI-powered scoring, automated coverage, and always-on insights using speech analytics and interaction data.
• Design quality scorecards, evaluation criteria, and calibration standards; perform deep-dive analysis on trends, complaints, and outliers for executive reports.
• Build feedback loops to convert insights into actions like coaching, training updates, workflow changes, and SOPs; conduct root cause analysis and pilot new processes.
• Partner with leadership to execute multi-year Quality Assurance and Continuous Improvement strategy aligned to company growth.
• Build, lead, and develop a team of QA analysts and improvement practitioners with certification pathways and mentorship.
• Champion continuous improvement culture across functions, represent operational excellence to executives, and ensure regulatory compliance (HIPAA, CMS).

Requirements

• 8-10 years in process excellence, quality management, or operational improvement, with 3-5 years in leadership
• Bachelor’s degree in business administration, Operations Management, Healthcare Administration, or related field
• Experience with quality monitoring, scorecards, contact center analytics, and coaching with performance outcomes
• Hands-on with AI-powered quality tools, speech analytics, or automated scoring systems
• Ability to translate analytics into executive recommendations; understanding of HIPAA, ACA, CMS, state insurance compliance
• Strong analytical skills, statistical analysis, executive presence, facilitation, and communication

Nice to have

• Lean Six Sigma Green Belt or Black Belt
• Certifications in COPC, PMP, or Change Management
• Experience in high-growth healthcare technology or insurtech with contact center operations
• Familiarity with Genesys Cloud or CRM-integrated quality tools

Culture & Benefits

• Competitive salary, bonus, and equity package
• Comprehensive Medical, Dental, and Vision benefits
• 401k retirement plan
• Paid vacation and company holidays
• Opportunity to impact a rapidly growing mission-driven company transforming U.S. healthcare