QA and Conversational Intelligence Program Architect

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it.  We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry.  Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Performance Program Architect specializing in Quality Assurance and Conversational Intelligence at Hummingbird, you will develop and maintain end-to-end support service programs that enhance the quality of interactions within our patient contact center. Collaborating with the Service Development and Operate teams, you will ensure that quality assurance processes and conversational intelligence tools meet business needs and client expectations. You will provide client-facing consulting to improve quality metrics and drive insights from conversational data, partnering with internal leaders to optimize quality workflows and share successful methodologies across clients.

Responsibilities

Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.

FLSA Status: Exempt

Compensation: Starting at $143,000 per year

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

Travel: 20% or less for client visits, training, and company events

Benefits Eligible: Yes

People Manager: Yes

Program Development and Innovation

• Develop and maintain all aspects of a Quality Assurance and Conversational Intelligence support service program.

• Collaborate with service development to maintain consistent documentation, including QA service specifications, evaluation playbooks, workflows, and operating procedures.

• Serve as an advocate for the use and value of Conversation Intelligence throughout the organization and client life cycle.

• Continuously innovate the program, driving maturity and achieving positive outcomes in service quality and operational performance.

• Define key performance indicators (KPIs) and monitor performance metrics related to quality assurance, customer satisfaction, and compliance standards.

• Introduce advanced conversational analytics tools to enhance the analysis of customer interactions and provide actionable insights for continuous improvement.

Client-Facing Consulting

• Engage in billable client work to establish or optimize the Quality Assurance and Conversational Intelligence program within client organizations.

• Act as a consultant within project teams, leading or advising on evaluations of quality metrics, benchmarking performance, and recommending improvements.

• Serve as an advisor to performance transformation consultants and operational team members to ensure adherence to best practice standards for quality and conversational intelligence.

• Offer training and workshops for clients to enhance their understanding of quality assurance processes and how to leverage conversational data for operational insights.

• Provide ongoing support and consultation to clients on the implementation of conversational intelligence tools and QA methodologies, ensuring alignment with their operational goals.

Performance Optimization

• Monitor performance of the QA and conversational intelligence program and partner with operational leaders to design and implement optimizations for quality assessment and analysis.

• Gather feedback from frontline operators and clients, pilot new QA processes or conversational analytics features, and document successes to share with stakeholders.

• Lead internal governance committees to prioritize and approve optimization requests specific to the Quality Assurance and Conversational Intelligence program.

• Stay updated on industry trends in quality assurance methodologies and conversational analytics technologies to enhance Hummingbird's offerings.

• Maintain relationships with third-party quality assurance and conversational intelligence vendors, driving continuous improvements in their tools and ensuring alignment with Hummingbird’s evolving quality needs.

Sales Support

• Support project scoping, proposal writing, pitching, and SOW writing for the Quality Assurance and Conversational Intelligence program, in collaboration with Growth, PAaaS, and Performance Transformation teams.

• Conduct market research to identify potential client needs related to quality assurance and conversational analytics, ensuring that proposals are tailored to meet those needs and reflect current trends in quality management.

• Contribute to the design and positioning of quality assurance and conversational intelligence solutions that align with clients' operational efficiency and service quality goals.

Operate Program Readiness

• Onboard new Operate leaders to Quality Assurance and Conversational Intelligence methodologies, tools, and reporting processes.

• Mentor and coach QA and conversational intelligence leaders, ensuring they understand core processes, KPIs, and tools for data-driven decision-making.

• Establish shared governance processes to support ongoing performance optimization within Quality Management and Conversational Intelligence support service.

• Develop a comprehensive transition plan for clients, outlining key milestones and responsibilities to ensure a smooth handover of quality assurance operations.

• Conduct training sessions and workshops for client staff to familiarize them with Hummingbird’s QA frameworks and conversational intelligence tools, ensuring they are well-equipped to utilize the new systems effectively.

Team Leadership

• Provide guidance and mentorship to a small team of individual contributors, offering regular feedback on performance, strengths, and areas for improvement.

• Conduct regular 1-1 meetings with team members, helping them overcome challenges and achieve their objectives.

• Collaborate with department leadership to set performance objectives and development plans for team members and conduct performance reviews.

• Lead by example in demonstrating high performance standards and expectations.

Required & Desired Skills

Required Skills and Experience

• 8+ years of experience in Quality Assurance, Conversational Intelligence, or related fields within a contact center environment.

• Proven track record in designing and implementing quality assurance and conversational intelligence programs that drive operational excellence and enhance service quality.

• Proficiency in defining, monitoring, and analyzing key performance indicators (KPIs) to inform data-driven decision-making and continuous program optimization, particularly in high-volume service environments.

• Strong analytical skills with the ability to interpret conversational data and translate findings into actionable insights for quality improvement.

• Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and stakeholders at all levels.

• Demonstrated ability to manage multiple projects simultaneously, prioritizing tasks to meet tight deadlines while maintaining a high level of attention to detail.

• Experience with quality assurance and conversational intelligence software, including evaluation tools and data analytics platforms, with the capability to assess and recommend tools based on client needs.

Desired Skills and Experience

• In-depth knowledge of contact center operations, including quality assessment processes, scoring methodologies, and conversational analytics, particularly in healthcare or similar service-oriented industries.

• Experience in leading change management initiatives related to quality assurance processes, driving adoption of new tools and methodologies among team members and clients.

• Background in data visualization techniques and tools, with the ability to present complex quality data clearly and compellingly to non-technical stakeholders.

• Familiarity with industry best practices for quality assurance and conversational intelligence, including performance benchmarking and optimization strategies.

• Proven ability to develop strong client relationships and provide consultative support to enhance clients' quality strategies and achieve their operational goals.

• Experience in conducting training sessions and workshops tailored to diverse audiences, empowering clients to leverage quality assurance and conversational intelligence tools effectively.

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The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce. 

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them.  Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.
 

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