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Job description
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.
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Worksite address
washington, DC, 20022, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.