Sidecar Health
Healthcare
DirectorofQualityandContinuousImprovement
“Director of Quality and Continuous Improvement at Sidecar Health. Skills: Quality Assurance Strategy, Continuous Improvement Strategy, Team Leadership, Cross-functional Process Improvement, Healthcare Compliance. Overhauling quality assurance approach leveraging AI and speech analytics. Shifting from manual, sample-based review to continuous, intelligent review”
What You'll Achieve.
Shift from manual, sample-based review to continuous, intelligent; Convert signals into action across the organization; Drive improvement initiatives from insight to implementation; Achieve company growth objectives; Ensure compliance with healthcare regulations; Lead corrective action plans
Industry & Context.
Analytical mindset with experience in statistical analysis and converting data into actionable operational decisions; Bias toward action, rapid iteration, and an entrepreneurial approach to problem-solving
What They're Looking For.
Must Have
8-10 years of progressive 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, Demonstrated application of methodology in a contact center or healthcare services environment, Direct experience with quality monitoring, scorecards, contact center analytics, and coaching leaders with documented performance outcomes, Hands-on experience directing or implementing AI-powered quality tools, speech analytics platforms, or automated scoring systems, Demonstrated ability to translate quality analytics into business recommendations for executive audiences, Understanding of healthcare regulations: HIPAA, ACA, CMS, and state insurance compliance requirements, executive presence with excellent facilitation, coaching, and communication skills across all organizational levels, Analytical mindset with experience in statistical analysis and converting data into actionable operational decisions, Bias toward action, rapid iteration, and an entrepreneurial approach to problem-solving
Nice to Have
Lean Six Sigma Green Belt or Black Belt strongly preferred, Additional certifications in COPC, Project Management (PMP), or Change Management, Experience in high-growth healthcare technology or insurtech with contact center operations background, Familiarity with Genesys Cloud, or CRM-integrated quality tools
What You'll Do.
Overhauling quality assurance approach leveraging AI and speech analytics
sample-based review to continuous
Converting quality signals into action across the organization (training
Presenting quality trends and risks to executive leadership
Driving improvement initiatives from insight to implementation
Creating and maintaining SOPs and documentation standards
Partnering with Member Services leadership to define and execute a multi-year Quality Assurance and Continuous Improvement strategy
and developing a team of QA analysts and continuous improvement practitioners
Representing operational excellence in cross-functional forums
Championing a continuous improvement culture across Member Services
Ensuring compliance with healthcare regulations
Leading corrective action plans
How You'll Work.
Team & Collaboration
Partner with the Member Services leadership team; Represent operational excellence in cross-functional forums; Partnering with Operations, Technology, Product, Training, and Compliance on integrated initiatives; Partner with Legal and Compliance teams
Communication Scope
Excellent facilitation, coaching, and communication skills across all organizational levels; Presenting findings, risks, and recommendations to executive leadership
Process & Methodology
Directing or implementing AI-powered quality tools, speech analytics platforms, or automated scoring systems, Driving improvement initiatives from insight to implementation, Leading corrective action plans
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