Head of Quality – Training

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement a QA operating framework, incorporating risk-based sampling, coverage strategies, and automation.

• Choose, configure, and launch the initial QA platform capabilities.

• Establish independent automated QA signals for volumes managed by BPO.

• Implement quality assurance for AI agents, including evaluation criteria and human-in-the-loop feedback mechanisms.

• Integrate compliance and liability-sensitive audits into the ongoing QA program.

• Define and spearhead the long-term Quality & Training strategy.

• Build and manage the team, overseeing the Learning Enablement Manager.

• Take ownership of QA systems, platforms, automation, AI, staffing, and BPO governance.

• Craft the quality philosophy, scorecards, calibration, and coaching practices.

• Execute QA for both human and AI interactions, focusing on tone, accuracy, empathy, safety, and compliance.

• Perform root cause analysis on QA and CSAT data.

• Provide dashboards and reports that reflect quality, throughput, and efficiency metrics.

• Collaborate with Operations, Clinical leadership, and AI Ops & Strategy teams.

• Convert QA and AI performance insights into training, coaching, re-training, and knowledge updates.

• Maintain knowledge quality standards for human and AI applications.

⛳️ Requirements

• Over 8 years of experience in QA, quality operations, or training leadership with an expanding scope.

• Ideally, experience in healthcare, regulated sectors, or high-touch service environments.

• Proven experience in establishing a QA function from the ground up and scaling it effectively.

• Familiarity with launching or configuring QA platform capabilities.

• Proven track record of managing QA or quality operations for hundreds of frontline and/or outsourced agents.

• Experience with sampling, coverage, and automation strategies.

• Practical experience in assessing conversational or agentic AI systems for accuracy, tone, empathy, safety, workflow adherence, escalation behavior, and human-in-the-loop review, or related interaction QA experience with readiness to develop it.

• Experience in supervising BPO quality, governance, calibration, and independent quality signals.

• Knowledge of compliance-based versus outcome-based QA and scorecard design.

• Demonstrated ability in root cause analysis and implementing operational/behavioral changes.

• Experience in leading and developing personnel across distributed onshore/offshore teams.

• Strong skills in automation, technology, analytics, and data interpretation.

• Capability to drive cross-functional standards and alignment without direct authority.

• Proven ability to lead teams through transitions.

• Excellent written and verbal communication skills.

• Bachelor's degree or higher is preferred.

• Must have authorization to work in the U.S.; the application will inquire if visa sponsorship or transfer is needed.

🏝️ Benefits

• Medical, dental, and vision insurance available from the first day of employment.

• 401K plan with matching contributions.

• Generous paid time off (PTO) along with paid holidays.

• Paid parental leave.

• Opportunities for learning and professional development.

• Focus on team well-being.

• Work in a collaborative, mission-driven startup environment.