Quality & Performance Assurance Director

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality & Performance Assurance Director, Client Service & Operations - Evernorth based in United States.

• Lead the transformation of the quality function into a modern, risk-aligned quality management system that supports operational, client, regulatory, and financial priorities.
• Design and maintain scalable quality frameworks, operating models, methodologies, calibration practices, governance routines, and effectiveness measures.
• Evaluate and rationalize existing quality programs, eliminating redundancy and improving consistency, efficiency, and business value.
• Partner with operational risk and controls teams to align quality activities with enterprise risks, control objectives, governance expectations, and critical operational outcomes.
• Collaborate with SOC1/SOX measurement teams to establish clear integration and delineation between formal control measurement and broader operational quality programs.
• Maintain clear relationships between risks, controls, quality programs, sampling approaches, and validation methodologies.
• Lead root cause analysis, trend identification, and proactive defect prevention initiatives to improve operational performance and quality outcomes.
• Drive modernization through quality technology, workflow automation, intelligent sampling, AI-enabled capabilities, and digital quality management solutions.
• Partner with technology and business stakeholders to evaluate, pilot, and scale innovative quality solutions that improve efficiency, consistency, and insight generation.
• Deliver actionable quality insights and risk intelligence to operational and executive leadership, translating complex findings into clear recommendations and strategic actions.
• Act as a strategic advisor on operational quality trends, process performance, risk exposure, and readiness implications.
• Partner with learning, training, coaching, knowledge management, and other enablement functions to connect quality findings with measurable performance improvement.
• Lead, develop, and strengthen a high-performing quality organization through clear role expectations, capability models, performance standards, and talent strategies.
• Optimize workforce utilization and capacity planning across seasonal and non-peak operational periods.
• Foster a culture of accountability, continuous improvement, innovation, simplification, and strong cross-functional partnership.
• Serve as a transformation leader who challenges legacy approaches while balancing risk mitigation, operational simplicity, and business continuity.

• Bachelor’s degree required; an advanced degree is preferred.
• 8+ years of experience in operational quality, quality management systems, operational risk, performance assurance, compliance, operational excellence, or a closely related leadership function.
• Proven experience building, redesigning, or modernizing quality management systems at scale within complex operational environments.
• Demonstrated success leading quality transformation initiatives involving automation, digital workflows, AI-enabled capabilities, or other advanced technologies.
• Strong experience establishing calibration frameworks, governance models, measurement standards, and quality methodologies across complex organizations.
• Demonstrated ability to align quality programs with operational risk, enterprise governance, and control environments.
• Experience leading cross-functional quality improvement and operational transformation initiatives.
• Strong analytical, root cause analysis, process optimization, and performance management capabilities.
• Ability to translate complex operational findings into executive-level insights, business recommendations, and actionable strategic plans.
• Excellent executive communication, stakeholder management, influencing, and relationship-building skills.
• Strong business acumen and the ability to balance risk mitigation with operational efficiency and simplicity.
• High emotional intelligence, with the ability to build trust, credibility, and effective partnerships across functions and leadership levels.
• Knowledge of SOC1/SOX control environments and operational risk governance models.
• Experience working in regulated or highly complex enterprise environments is preferred.
• Experience supporting audit, regulatory, or enterprise governance initiatives is preferred.
• Experience with AI-enabled quality assurance, intelligent operations, or workflow automation technologies is preferred.
• Lean Six Sigma or equivalent process improvement certification is a plus.
• Ability to travel up to 25% as needed.
• For remote work, a cable broadband or fiber optic internet connection with minimum speeds of 10 Mbps download and 5 Mbps upload is required.

• Annual base salary of $136,900–