Head of Quality – Training

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Talkiatry

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2019

🏥 Healthcare

👥 B2C

Healthcare • B2C

Talkiatry is a virtual psychiatry provider that delivers 100% online psychiatric care and medication management. The platform matches patients to licensed psychiatrists and other clinicians, offers follow-up care with the same provider, and treats conditions such as ADHD, anxiety, depression, bipolar disorder, OCD, PTSD, insomnia and peripartum/postpartum needs. Talkiatry operates in-network with major insurers, provides copay estimates, a patient portal, and resources like quizzes and medication information. The site notes its clinicians average 10 years of experience, represent multiple subspecialties, and speak many languages.

📋 Description

• Design and stand up a QA operating model, including risk-based sampling, coverage strategy, and automation • Select, configure, and roll out the first QA platform capability • Establish independent automated QA signals for BPO-handled volume • Stand up quality assurance for AI agents, including evaluation criteria and human-in-the-loop feedback • Incorporate compliance and liability-sensitive audits into the standing QA program • Define and lead the long-term Quality & Training strategy • Build and lead the team, including oversight of the Learning Enablement Manager • Own QA systems, platforms, automation, AI, staffing, and BPO governance • Design quality philosophy, scorecards, calibration, and coaching practices • Run QA for human and AI interactions for tone, accuracy, empathy, safety, and compliance • Conduct root cause analysis of QA and CSAT data • Deliver dashboards and reporting for quality, throughput, and efficiency • Partner with Operations, Clinical leadership, and AI Ops & Strategy • Translate QA and AI performance findings into training, coaching, retraining, and knowledge updates • Own knowledge quality standards for human and AI use

🎯 Requirements

• 8+ years in QA, quality operations, or training leadership, with progressive scope • Experience in healthcare, regulated, or high-touch service environments ideally • Experience building a QA function from the ground up and at scale • Experience standing up or configuring a QA platform capability • Experience running QA or quality operations across hundreds of frontline and/or outsourced agents • Experience with sampling, coverage, and automation strategies • Hands-on experience evaluating conversational or agentic AI systems for accuracy, tone, empathy, safety, workflow adherence, escalation behavior, and human-in-the-loop review, or adjacent interaction QA experience with readiness to build it • Experience overseeing BPO quality, governance, calibration, and independent quality signals • Understanding of compliance-based versus outcome-based QA and scorecard design • Proven root cause analysis and operational/behavioral change experience • Experience leading and developing people across distributed onshore/offshore teams • Automation, technology, analytical, and data skills • Ability to drive cross-functional standards and alignment without direct authority • Ability to lead teams through change • Exceptional written and verbal communication • Bachelor's degree or higher preferred • Must be authorized to work in the U.S.; the application asks whether visa sponsorship or transfer is required

🏖️ Benefits

• Medical, dental, and vision insurance effective day 1 of employment • 401K with match • Generous PTO plus paid holidays • Paid parental leave • Learning and professional development opportunities • Team well-being focus • Collaborative, mission-driven startup environment