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 a