Head of Quality & Training

Responsibilities

• Design and lead the long-term strategy for the Quality & Training function.
• Build and lead a team, including a manager responsible for training, knowledge base content, and change management.
• Design and implement a QA operating model for scale, including risk-based sampling, coverage strategy, and automation.
• Select, configure, and roll out the first QA platform capability, evaluating ServiceNow QA features, dedicated QA/AI-QA tools, or a combination.
• Establish independent, automated QA oversight for BPO-handled volume.
• Build quality assurance processes for AI agents, including evaluation of accuracy, tone, empathy, safety, compliance, workflow adherence, escalation behavior, and human-in-the-loop feedback.
• Incorporate compliance and liability-sensitive audits, including crisis protocols and HIPAA compliance, into the standing QA program.
• Define QA scorecards and a quality philosophy that distinguishes non-negotiable protocol adherence from judgment-based quality.
• Establish graduated scoring for tone, empathy, situational fit, and response quality rather than relying solely on script adherence.
• Lead calibration and coaching practices focused on patient outcomes and appropriate judgment.
• Establish QA standards for human agents and AI interactions.
• Conduct root cause analysis using QA and CSAT data to identify process gaps, training needs, and system improvements.
• Deliver dashboards and reporting for quality, throughput, and efficiency.
• Partner with Operations, Clinical leadership, AI Ops & Strategy, PCC Operations, Training, and Knowledge Management.
• Translate AI performance trends and QA findings into training, coaching, retraining, and knowledge updates.
• Own knowledge quality standards for human and AI use, including semantic structure, context tagging, and source-of-truth discipline.
• Oversee BPO quality, including onshore and offshore staffing balance and governance.

Requirements

• 8+ years of experience in QA, quality operations, or training leadership, with progressive scope.
• Experience in healthcare, regulated, or high-touch service environments is preferred.
• Demonstrated 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.
• Experience overseeing BPO quality.

Compensation

• Annual salary range: $120,000–$160,000.