Director of Quality and Evaluation

Pay Range

$140,000 USD to $150,000 USD. The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job‑related reasons.

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.

• 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.

• 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.

• 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.
• 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…