Director of Quality and Evaluation

Position Summary

The Director of Quality and Evaluation is responsible for leading the organization's quality monitoring, evaluation, stakeholder experience, and organizational learning functions. This position oversees the collection, analysis, interpretation, and reporting of quantitative and qualitative data to assess organizational effectiveness, service quality, stakeholder satisfaction, and contractual performance.

The Director serves as the organization's subject matter expert in evaluation methodologies, stakeholder experience measurement, quality monitoring, qualitative and quantitative research, and data-driven decision-making. This role partners closely with executive leadership to identify trends, evaluate outcomes, measure stakeholder experience, and develop actionable recommendations that improve organizational effectiveness, service delivery, and strategic outcomes.

The Director fosters a culture of continuous improvement by transforming data, stakeholder feedback, and evaluation findings into meaningful organizational insights and improvement initiatives.

Essential Duties and Responsibilities

Quality Monitoring & Data Integrity

• Develop, implement, and oversee organizational quality monitoring processes and standards.
• Lead quality reviews of key operational processes, data sets, high-dollar payment transactions, and special projects.
• Establish quality indicators, performance measures, and monitoring methodologies to assess accuracy, consistency, and effectiveness.
• Ensure the integrity, reliability, and consistency of organizational data utilized for decision-making and reporting.
• Identify trends, risks, and opportunities through ongoing quality reviews and data analysis.
• Develop recommendations to improve quality outcomes, reduce errors, and strengthen organizational processes.
• Collaborate with operational and technology teams to improve data quality, reporting accuracy, and process effectiveness.

Evaluation, Research & Organizational Learning

• Design and implement quantitative and qualitative evaluation methodologies to assess organizational performance, service quality, stakeholder experience, and program outcomes.
• Develop and maintain evaluation frameworks, outcome measures, and key performance indicators aligned with organizational goals and contractual requirements.
• Conduct organizational assessments and program evaluations to identify strengths, opportunities, and areas for improvement.
• Lead root cause analyses and trend analyses to identify systemic issues and improvement opportunities.
• Translate evaluation findings into actionable recommendations and strategic insights for leadership.
• Support organizational planning and decision-making through data-driven analysis and evidence-based recommendations.
• Research industry best practices and emerging trends to support organizational innovation and improvement.

Stakeholder Experience & Voice of Customer

• Develop and oversee stakeholder experience and customer satisfaction programs.
• Design, administer, and evaluate stakeholder surveys and feedback mechanisms.
• Facilitate focus groups, listening sessions, interviews, and other stakeholder engagement activities.
• Analyze stakeholder feedback and identify trends impacting service quality and customer experience.
• Develop recommendations that improve stakeholder satisfaction, engagement, and overall experience.
• Ensure stakeholder perspectives are integrated into organizational decision-making and improvement initiatives.
• Establish meaningful measures and benchmarks for stakeholder experience and satisfaction.

Reporting, Analytics & Business Intelligence

• Oversee the preparation, validation, and submission of contractual, operational, and executive-level reports.
• Lead reporting automation initiatives and continuous enhancement of reporting processes.
• Develop dashboards, scorecards, and business intelligence tools that support organizational decision-making.
• Analyze complex quantitative and qualitative data sets to identify trends, opportunities, risks, and emerging issues.
• Present findings, recommendations, and performance insights to executive leadership, committees, and stakeholders.
• Ensure reporting accuracy, timeliness, and consistency across all organizational reporting functions.

Leadership & Team Management

• Provide leadership, coaching, mentoring, and development to Quality and Evaluation team members.
• Establish departmental goals, objectives, and performance expectations.
• Manage departmental priorities, projects, budgets, and resources.
• Ensure timely completion of departmental deliverables and initiatives.
• Build collaborative relationships with internal and external stakeholders.
• Support organizational strategic initiatives and enterprise-wide improvement efforts.

Education & Experience

Required

• Bachelor's degree in Data Analytics, Statistics, Public Health, Business Administration, Healthcare Administration, Human Services, Sociology, Psychology, Research Methods, Organizational Leadership, Evaluation Sciences, or a related field.
• Minimum of seven (7) years of progressively responsible experience in quality improvement, evaluation, analytics, stakeholder experience, research, organizational effectiveness, business intelligence, or a related field.
• Minimum of three (3) years of leadership experience managing professional staff, projects, and organizational initiatives.

Preferred

• Master's degree in a related field.
• Experience in healthcare, Medicaid, long-term services and supports (LTSS), human services, financial management services, or related industries.
• Experience developing and administering customer satisfaction surveys and stakeholder feedback programs.
• Experience facilitating focus groups, interviews, listening sessions, and qualitative research activities.
• Experience conducting program evaluations and outcome assessments.
• Experience with business intelligence platforms such as Power BI, Tableau, SQL, or similar reporting tools.
• Experience with survey platforms such as Qualtrics, SurveyMonkey, Alchemer, or similar systems.
• Experience leading reporting automation and data visualization initiatives.
• Experience supporting organizational change and continuous improvement efforts.

Knowledge, Skills & Abilities

Evaluation & Research Expertise

• Survey design and methodology
• Qualitative and quantitative research methods
• Program evaluation
• Outcome measurement
• Focus group facilitation
• Stakeholder engagement techniques
• Statistical analysis and interpretation
• Research design and implementation
• Data storytelling and presentation

Quality & Analytics Expertise

• Quality monitoring and quality improvement methodologies
• Data integrity and validation processes
• Trend analysis and root cause analysis
• Business intelligence and reporting
• Dashboard development and data visualization
• Performance measurement and benchmarking
• Reporting automation and process optimization

Leadership & Strategic Competencies

• Strategic thinking and planning
• Organizational assessment and improvement
• Project management
• Change management
• Team leadership and staff development
• Executive communication and presentation skills
• Collaboration and relationship building
• Problem-solving and decision-making

Success Measures

Success in this role will be demonstrated through:

• Timely, accurate, and actionable organizational and contractual reporting.
• Effective quality monitoring processes that support organizational accuracy and excellence.
• Meaningful stakeholder feedback programs that provide actionable insights.
• High-quality quantitative and qualitative analyses that support strategic decision-making.
• Successful implementation of reporting automation and business intelligence initiatives.
• Actionable evaluation findings that drive measurable organizational improvements.
• Strong collaboration with leadership and cross-functional teams.
• Measurable improvements in stakeholder experience, service quality, and organizational effectiveness resulting from evaluation findings and recommendations.