Director of Quality and Continuous Improvement

Responsibilities

• Own the Quality evolution roadmap, transitioning from manual evaluation to AI-powered scoring and automated insights
• Leverage AI and speech analytics to surface actionable coaching and process improvement opportunities
• Design and maintain quality scorecards, evaluation criteria, and calibration standards
• Conduct root cause analysis on critical failures, escalations, and member complaint trends
• Build business cases for improvement initiatives with clear ROI projections
• Lead and develop a team of QA analysts and continuous improvement practitioners
• Ensure compliance with healthcare regulations including HIPAA, CMS, and state requirements

Requirements

• 8-10 years of experience in process excellence, quality management, or operational improvement
• 3-5 years in leadership roles
• Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, or related field
• Experience with quality monitoring, scorecards, and contact center analytics
• Hands-on experience implementing AI-powered quality tools or speech analytics platforms
• Understanding of HIPAA, ACA, and CMS compliance requirements
• Strong analytical mindset with experience in statistical analysis

Preferred Qualifications

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

About the Company

Sidecar Health is redefining health insurance with a mission to make excellent healthcare affordable and accessible for everyone through a personalized and transparent approach.