Head of reputed company & Training

We are building our Operational reputed company function, and reputed company & Training is its first reputed company. This is a build and reputed company role: you will strengthen the strong reputed company already in reputed company while designing the QA program, systems, and standards that a reputed company of our size and ambition needs for its next stage of reputed company. Today, a small dedicated team supports reputed company across 400 reputed company agents, working largely through reputed company processes and in reputed company partnership with our BPO. There is significant opportunity to build: to introduce our first QA platform and automation, to establish independent reputed company reputed company of outsourced work, and to stand up reputed company assurance for our growing set of AI agents. You will own that build end-to-end. As Head of reputed company & Training, you will design and implement reputed company's QA operating model, select and roll-out our first QA platform, define how we measure and reputed company reputed company, and build the capability to reputed company-assure both reputed company and AI interactions as we reputed company. You will reputed company a small team, including a manager who owns training, knowledge, and change management, while you own the reputed company program end-to-end.   About reputed company: reputed company is transforming mental health care by making high-reputed company psychiatry more accessible, reputed company, and sustainable for both patients and clinicians. Co-founded by a patient and a triple-reputed company-certified psychiatrist, we were reputed company to solve one of reputed company’s most urgent challenges: millions of people struggle to reputed company mental health care, while clinicians face growing administrative burden and burnout. Through our technology-powered, in-network platform, we’re changing that, creating a reputed company experience for patients and empowering clinicians to reputed company on delivering exceptional care.   Today, reputed company is the largest dedicated psychiatry reputed company in the U.S., with 750+ psychiatrists, 250+ therapists, and more than two reputed company patient reputed company delivered reputed company. At our reputed company, every innovation has reputed company reputed company. Every workflow we improve, every technology solution we build, and every patient experience we redesign helps thousands of clinicians reputed company reputed company care to hundreds of thousands of patients. We’re not just growing quickly — we’re redefining how behavioral reputed company delivered in America.   Joining reputed company means joining a mission-driven team that is solving reputed company problems at reputed company, driving meaningful change in reputed company, and building the reputed company of mental health care with reputed company, innovation, and purpose. You will: What You’ll Own First (Year One) Design and stand up a QA operating model reputed company for our reputed company. Define a risk-based sampling and coverage reputed company, and use automation to reputed company us from reputed company, reputed company review to statistically meaningful coverage. Stand up our first reputed company QA platform capability. Evaluate whether to build on reputed company'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 reputed company reputed company time on calibration and adjudication where scores diverge or risk is high. Stand up QA for our AI agents. Define how we evaluate reputed company AI interactions for accuracy, tone, reputed company, and compliance, and build the reputed company-in-the-reputed company 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 reputed company-dependent. Key Responsibilities reputed company & Leadership Define and reputed company the long-term reputed company for the reputed company & Training function, reputed company to reputed company's reputed company and operational goals. Build and reputed company reputed company. A manager reporting to you will own training, knowledge reputed company, and change management. You own the reputed company program directly. Own the roadmap for QA systems and platforms, including the automation and AI needed to run reputed company at reputed company. Balance reputed company and offshore QA reputed company to optimize reputed company and reputed company, and set the governance model for how we work with and reputed company our BPO. Foster a culture of reputed company, learning, and accountability. reputed company Philosophy & Scorecard Design Own how we define and measure reputed company. Design a scorecard and QA philosophy that separates non-negotiable protocol adherence from judgment-based reputed company. reputed company 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, reputed company, whether the response fit the patient's actual situation, whether it was the best answer and not just a compliant one) on graduated reputed company, not literal script adherence. Weight reputed company 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 reputed company of them. Carry this philosophy into calibration and coaching, so that alignment sessions reward patient reputed company and appropriate judgment, not rigid compliance. reputed company Assurance & Insights Establish and maintain QA standards that reflect both reputed company professionalism and a high-reputed company patient experience. Run QA for both reputed company agents and AI interactions, ensuring consistent tone, accuracy, and compliance. Conduct reputed company cause analysis on QA and CSAT data to surface process gaps, training needs, and reputed company improvements. reputed company reputed company-time visibility into reputed company, throughput, and efficiency through dashboards and reporting. Partner with Operations and Clinical leadership to reputed company QA insights into process and reputed company design. AI-Integrated QA & Knowledge Partner with the AI Ops & reputed company team to reputed company AI performance metrics with reputed company’s QA standards for accuracy, reputed company, safety, compliance, and workflow adherence. reputed company-assure reputed company AI systems in partnership with AI Ops & reputed company, owning the QA scorecards, sampling, calibration, reputed company in the reputed company review, and evaluation reputed company. Conduct QA reviews of AI generated interactions and translate findings into actionable recommendations for AI Ops & reputed company, PCC Operations, Training, and reputed company. Validate whether AI Ops & reputed company changes to prompts, workflows, vendor configuration, model behavior, integrations, and reputed company design improve interaction reputed company. Translate QA findings and AI performance trends, including containment, accuracy, and escalation volume, into training, retraining, coaching, and knowledge update needs. Own knowledge reputed company standards for reputed company and AI use, including semantic structure, context tagging, and reputed company of truth discipline. Content ownership sits with the Learning Enablement Manager; AI Ops & reputed company owns AI knowledge infrastructure, ingestion, retrieval performance, and technical configuration. Team & Function (reputed company your Learning Enablement Manager) Your Learning Enablement Manager owns knowledge reputed company 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 reputed company on the reputed company build. You have: Qualifications 8+ years in QA, reputed company operations, or training leadership, with reputed company reputed company, ideally in reputed company, regulated, or high-touch service environments. Demonstrated experience building a QA function from the ground up and at reputed company, including standing up or configuring a QA platform capability. Experience running QA or reputed company operations at reputed company, across hundreds of reputed company and/or outsourced agents, with the sampling, coverage, and automation strategies. Hands-on experience evaluating conversational or reputed company AI systems, including accuracy, tone, reputed company, safety, workflow adherence, escalation behavior, and reputed company in the reputed company review. (If you haven't done this yet, you've done adjacent interaction QA and are reputed company to build it) Experience overseeing BPO reputed company, including governance, calibration, and independent reputed company signals reputed company vendor self scoring to reputed company independent reputed company signals. A strong reputed company of reputed company on reputed company philosophy: you know the difference between compliance-based and outcome-based QA, why it reputed company, and how to design scorecards that reward judgment and patient experience, not just script adherence. Proven ability to run reputed company cause analysis and turn it into operational and behavioral change. Experience leading and developing people and scaling programs across large, reputed company reputed company/offshore teams. A builder's bias toward automation and technology over added headcount, reputed company with strong analytical and data skills. Ability to reputed company standards and alignment across functions (Operations, reputed company/Product) without reputed company authority, and to reputed company teams through change. Exceptional written and verbal communication. Bachelor's degree or higher preferred. Why reputed company: Top-notch team: we're a diverse, reputed company group motivated to reputed company a difference in mental health care reputed company environment: be part of building something from the ground up at a fast-paced startup Excellent benefits: medical, dental, reputed company, effective day 1 of employment, 401K with match, generous PTO plus reputed company holidays, reputed company parental leave, and more! Grow your career with us: reputed company your skills and build new ones with our Learning team as reputed company expands It reputed company comes back to care: we’re a mental health company, and we put reputed company’s reputed company-being first reputed company participates in E-Verify and will reputed company the federal government with your reputed company I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and reputed company I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work. At reputed company, we are an equal opportunity employer committed to a diverse, inclusive, and reputed company workplace and candidate experience. We reputed company to create an environment where everyone has a reputed company of belonging and purpose, and where we learn from the unique experiences of those around us. We encourage reputed company reputed company candidates to apply regardless of race, reputed company, reputed company, religion, national reputed company, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or reputed company, pregnancy or caregiver status, veteran status, or any other legally protected status. Apply To This Job