Quality & Performance Assurance Director – Client Service & Operations

Job not on LinkedIn

🕒 August 11

🌵 Arizona, Colorado, +3 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🏰 Missouri – Remote 🎸 Tennessee – Remote

💵 $136.9k - $228.1k / year

⏰ Full Time

🔴 Lead

📁 Client Services

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Lead the transformation of the quality function from a traditional inspection-based model to a modern, risk-aligned quality management system • Design and maintain a quality framework aligned to operational, client, regulatory, and financial risk priorities • Rationalize and simplify existing quality programs and eliminate redundancy • Establish a scalable quality operating model for peak-season execution and continuous improvement • Align quality programs with operational risks, control objectives, and enterprise governance expectations • Validate critical operational controls and business outcomes through quality activities and inspection strategies • Integrate formal SOC1/SOX control measurement activities with broader operational quality programs • Maintain mapping between risks, controls, quality programs, and validation methodologies • Evaluate quality programs, methodologies, tooling, and sampling approaches • Establish standardized methodologies, calibration practices, governance routines, and effectiveness measures • Define quality standards and measurable success criteria across programs and reviewer populations • Lead root cause analysis and trend identification to reduce operational defects • Drive modernization of quality tooling, automation, and AI-enabled quality capabilities • Evaluate workflow automation, intelligent sampling, Copilot/agentic AI, and digital quality management technologies • Pilot and scale innovative quality solutions with technology and business teams • Deliver quality insights and risk intelligence to operational and executive leadership • Advise business leaders on quality trends, risk exposure, process performance, and readiness • Strengthen feedback loops between quality findings and performance improvement actions with Enablement functions • Lead and develop a high-performing quality organization • Clarify role expectations, capability models, and performance standards across quality roles • Optimize workforce utilization, capacity planning, and talent strategy across seasonal and non-peak periods • Foster accountability, continuous improvement, innovation, and simplification

🎯 Requirements

• Bachelor’s degree required; advanced degree preferred • 8+ years of experience in operational quality, quality management systems, operational risk, performance assurance, compliance, or operational excellence leadership • Experience leading quality transformation initiatives involving automation, digital workflows, AI-enabled quality capabilities, or other advanced technologies • Proven experience establishing calibration frameworks, governance models, and measurement standards across complex operational environments • Demonstrated success building, redesigning, or modernizing quality management systems (QMS) at scale • Strong experience aligning quality programs to operational risk, governance, and control environments • Experience leading cross-functional quality improvement and operational transformation initiatives • Ability to translate complex operational quality findings into executive-level insights, business recommendations, and strategic action plans • Strong analytical, root cause analysis, and process optimization expertise • Strong executive communication and stakeholder management skills • Knowledge of SOC1/SOX control environments and operational risk governance models • Ability to travel up to 25% as needed • Experience operating in regulated, highly complex enterprise environments preferred • Lean Six Sigma or equivalent process improvement certification preferred • Experience supporting audit, regulatory, or enterprise governance initiatives preferred • Experience with AI-enabled quality assurance, workflow automation, or intelligent operations technologies preferred • If working at home, cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload

🏖️ Benefits

• Annual bonus eligibility • Long term incentive plan eligibility • Medical benefits • Vision benefits • Dental benefits • Well-being and behavioral health programs • 401(k) • Company-paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays • Leaves of absence • Remote work from home