[Hiring] Quality Assurance Program Lead @DaVita Kidney Care

Role Description

We are seeking a dynamic Enablement Program Lead who advances learning effectiveness, quality, and business outcomes across the Insurance Management Team by connecting insights from Learning and Development, Quality, and Operations. This role supports ~350 teammates through their work by analyzing performance and learning data, strengthening quality governance, supporting evaluator consistency, improving Quality Assurance resources, and developing innovative solutions that turn insights into action.

The Enablement Program Lead works closely with training and development Program Leads, operational partners, evaluators, and other stakeholders to identify improvement opportunities and implement solutions that strengthen teammate performance, program effectiveness, and operational efficiency.

• Open to remote candidates
• Call center, Customer Service QA preferred
• Travel 1-2x year to Denver, CO is required

Qualifications

• Experience supporting learning and development, quality assurance, program management, operational improvement, or a related function.
• Experience applying adult learning principles, particularly in evaluating learning outcomes or program effectiveness.
• Experience analyzing data and communicating findings to stakeholders.
• Experience coordinating projects or programs involving multiple stakeholders.
• Experience developing roadmaps and moving initiatives from planning through execution.
• Strong written, verbal, and facilitation skills.

Requirements

• Analyze assessment, quality assurance, and operational data to identify performance trends, learning needs, and improvement opportunities.
• Translate data and findings into clear, actionable recommendations for learning programs, tools, resources, and operational support.
• Partner with Program Leads to design and implement solutions that improve learning outcomes, teammate performance, and overall program effectiveness.
• Establish and maintain a feedback loop among Learning and Development, Quality, and Operations.
• Monitor the impact of implemented solutions and recommend adjustments based on results.
• Develop, document, and maintain quality standards, evaluation criteria, and supporting governance processes.
• Coordinate and facilitate evaluator calibration activities to promote alignment, consistency, and reliable application of quality standards.
• Create resources and guidance that help evaluators understand and consistently apply evaluation expectations.
• Partner with stakeholders to identify opportunities to strengthen quality processes, measurement practices, and evaluator support.
• Develop and maintain job aids, reference materials, and support resources for evaluators and teammates using PIE.
• Promote effective adoption and use of PIE through clear guidance, accessible resources, and ongoing enablement.
• Gather stakeholder feedback and performance insights to continuously improve PIE tools, resources, and support materials.
• Ensure PIE-related learning resources are accurate, practical, and aligned with current quality and operational needs.
• Design, develop, and manage AI-powered PIE agents and learning support tools.
• Identify opportunities to use AI, technology, and automation to improve learning effectiveness and operational efficiency.
• Coordinate the development, testing, implementation, and ongoing improvement of technology-enabled learning solutions.
• Partner with stakeholders to ensure tools address defined business and learning needs.
• Evaluate tool effectiveness and use findings to guide future enhancements.
• Maintain organized, accurate, and current learning and quality resources.
• Review existing resources to identify outdated, duplicate, missing, or difficult-to-access content.
• Coordinate updates with subject matter experts and other content owners.
• Support consistent organization and accessibility of materials so teammates and evaluators can efficiently locate trusted information.

Benefits

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access to Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.