Head of Quality & Training

You will:

What You’ll Own First (Year One)

• Design and stand up a QA operating model built for our scale. Define a risk-based sampling and coverage strategy, and use automation to move us from manual, ad-hoc review to statistically meaningful coverage.

• Stand up our first real QA platform capability. Evaluate whether to build on ServiceNow's QA features, adopt a dedicated QA/AI-QA tool, or combine them. You will own the business case, configuration, and rollout.

• Establish an independent, automated QA signal over BPO-handled volume. Rather than adding headcount, build automated/AI scoring that runs independent of the BPO's own scores, and focus human time on calibration and adjudication where scores diverge or risk is high.

• Stand up QA for our AI agents. Define how we evaluate agentic AI interactions for accuracy, tone, empathy, and compliance, and build the human-in-the-loop feedback mechanisms that improve them.

• Bring the compliance and liability-sensitive audits, such as crisis protocol and HIPAA/compliance review, into the standing program so coverage is consistent rather than bandwidth-dependent.

Key Responsibilities

Vision & Leadership

• Define and lead the long-term strategy for the Quality & Training function, aligned to Talkiatry's growth and operational goals.

• Build and lead the team. A manager reporting to you will own training, knowledge base, and change management. You own the quality program directly.

• Own the roadmap for QA systems and platforms, including the automation and AI needed to run quality at scale.

• Balance onshore and offshore QA staffing to optimize scale and quality, and set the governance model for how we work with and oversee our BPO.

• Foster a culture of excellence, learning, and accountability.

Quality Philosophy & Scorecard Design

• Own how we define and measure quality. Design a scorecard and QA philosophy that separates non-negotiable protocol adherence from judgment-based quality.

• Keep a small set of critical, auto-fail items where following protocol exactly is required – HIPAA verification, crisis protocol, safety escalations, clinical boundaries.

• Score the rest (tone, empathy, whether the response fit the patient's actual situation, whether it was the best answer and not just a compliant one) on graduated quality, not literal script adherence.

• Weight quality dimensions so that a cold, by-the-book script read cannot earn a top score. We want agents who adapt appropriately to the patient in front of them.

• Carry this philosophy into calibration and coaching, so that alignment sessions reward patient outcomes and appropriate judgment, not rigid compliance.

Quality Assurance & Insights

• Establish and maintain QA standards that reflect both healthcare professionalism and a high-quality patient experience.

• Run QA for both human agents and AI interactions, ensuring consistent tone, accuracy, and compliance.

• Conduct root cause analysis on QA and CSAT data to surface process gaps, training needs, and system improvements.

• Deliver real-time visibility into quality, throughput, and efficiency through dashboards and reporting.

• Partner with Operations and Clinical leadership to embed QA insights into process and system design.

AI-Integrated QA & Knowledge

• Partner with the AI Ops & Strategy team to align AI performance metrics with Talkiatry’s QA standards for accuracy, empathy, safety, compliance, and workflow adherence.

• Quality-assure agentic AI systems in partnership with AI Ops & Strategy, owning the QA scorecards, sampling, calibration, human in the loop review, and evaluation methods.

• Conduct QA reviews of AI generated interactions and translate findings into actionable recommendations for AI Ops & Strategy, PCC Operations, Training, and Knowledge Management.

• Validate whether AI Ops & Strategy changes to prompts, workflows, vendor configuration, model behavior, integrations, and system design improve interaction quality.

• Translate QA findings and AI performance trends, including containment, accuracy, and escalation volume, into training, retraining, coaching, and knowledge update needs.

• Own knowledge quality standards for human and AI use, including semantic structure, context tagging, and source of truth discipline. Content ownership sits with the Learning Enablement Manager; AI Ops & Strategy owns AI knowledge infrastructure, ingestion, retrieval performance, and technical configuration.

Team & Function (via your Learning Enablement Manager)

• Your Learning Enablement Manager owns knowledge base content and governance, training program design and delivery, and change management for new tools, workflows, and content.

• You set the direction and standards while they run enablement so you can stay focused on the quality build.

You have: Qualifications

• 8+ years in QA, quality operations, or training leadership, with progressive scope, ideally in healthcare, regulated, or high-touch service environments.

• Demonstrated experience building a QA function from the ground up and at scale, including standing up or configuring a QA platform capability.

• Experience running QA or quality operations at scale, across hundreds of frontline and/or outsourced agents, with the sampling, coverage, and automation strategies.

• Hands-on experience evaluating conversational or agentic AI systems, including accuracy, tone, empathy, safety, workflow adherence, escalation behavior, and human in the loop review. (If you haven't done this yet, you've done adjacent interaction QA and are ready to build it)

• Experience overseeing BPO quality, including governance, calibration, and independent quality signals beyond vendor self scoring to keep independent quality signals.

• A strong point of view on quality philosophy: you know the difference between compliance-based and outcome-based QA, why it matters, and how to design scorecards that reward judgment and patient experience, not just script adherence.

• Proven ability to run root cause analysis and turn it into operational and behavioral change.

• Experience leading and developing people and scaling programs across large, distributed onshore/offshore teams.

• A builder's bias toward automation and technology over added headcount, paired with strong analytical and data skills.

• Ability to drive standards and alignment across functions (Operations, Clinical, AI/Product) without direct authority, and to lead teams through change.

• Exceptional written and verbal communication.

• Bachelor's degree or higher preferred.