Rewiring a new mental healthcare system for access and affordability.
Quality Assurance Lead
Location
Alabama + 49 moreAll locations: Alabama | Alaska | Arizona | Arkansas | California | Colorado | Connecticut | Delaware | Florida | Georgia | Hawaii | Idaho | Illinois | Indiana | Iowa | Kansas | Kentucky | Louisiana | Maine | Maryland | Massachusetts | Michigan | Minnesota | Mississippi | Missouri | Montana | Nebraska | Nevada | New Hampshire | New Jersey | New Mexico | New York | North Carolina | North Dakota | Ohio | Oklahoma | Oregon | Pennsylvania | Rhode Island | South Carolina | South Dakota | Tennessee | Texas | Utah | Vermont | Virginia | Washington | West Virginia | Wisconsin | Wyoming
Posted
7 days ago
Salary
$95.2K - $140K / year
Seniority
Senior
Job Description
Quality Assurance Lead
Headway
• Own a defined area of the QA program end-to-end (calibration and rubric governance, AI-powered analytics, or partner quality) and drive it from signal to action • Set quality standards and rubric logic for your area; ensure consistent application across channels and partners and recommend framework updates based on outcomes • Configure and continuously improve AI-QA tooling (ObserveAI or similar) with set scoring logic, monitoring accuracy, and ensuring the platform delivers consistent, actionable output • Build automation into QA workflows to reduce manual overhead and expand coverage; establish AI-assisted processes for status updates, reporting, and initiative recaps • Analyze quality and conversation data to surface DSAT drivers, behavioral trends, escalation patterns, and workflow gaps by going beyond what happened to understand why • Design and maintain dashboards that track key quality metrics; translate findings into clear operational recommendations for CX leadership • Produce structured insight reports (clear signal, root cause, recommended action) and ensure findings flow into training, content, coaching, and product decisions • Contribute QA input to WBR/MBR cycles and cross-functional planning; give leadership consistent visibility into program health and customer experience impact • Partner with BPO teams and CX stakeholders to align on standards, drive calibration, and keep expectations consistent across every channel and partner • Collaborate with Enablement, Knowledge, and Programs to ensure quality signals drive decisions across training, content, and coaching and deliver initiatives that measurably improve agent quality and customer satisfaction
Job Requirements
- 4–7 years in CX operations, QA, or analytics — you've genuinely owned a program (not just contributed to one) and have specific, measurable outcomes to point to
- Comfortable pulling and analyzing data without a dedicated analyst (Looker, Metabase, Hex, or similar; SQL is a plus)
- You've worked with QA and conversation intelligence tools (ObserveAI, Rippit, Level AI, Klaus, or similar) and know how to configure, calibrate, and get meaningful output from them
- You use AI as part of how you actually work with automations, workflow improvements, faster paths to insight
- You've produced insight reports that moved real decisions, where training shifted, processes changed, policy updated
- You don't just identify problems, you design the processes that prevent them from recurring
- You can translate quality data for non-QA audiences and influence decisions without formal authority
- You are comfortable in ambiguity and move fast without sacrificing rigor, and you're fine building the playbook as you go
- You are fluent in quality evaluation methodologies, calibration processes, and QA framework design
- You have a track record coordinating across operations, training, content, and technology teams to deliver shared goals
- You are a strong communicator, demonstrated with clear status reports, insight briefs, and stakeholder presentations
- You are motivated by the mission: making mental healthcare affordable and accessible.
Benefits
- Equity compensation
- Medical, Dental, and Vision coverage
- HSA / FSA
- 401K
- Work-from-Home Stipend
- Therapy Reimbursement
- 16-week parental leave for eligible employees
- Carrot Fertility annual reimbursement and membership
- 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
- Flexible PTO
- Employee Assistance Program (EAP)
- Training and professional development
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