# Head of Quality & Training

**Company:** [Talkiatry](https://hotfix.jobs/companies/talkiatry)
**Location:** Remote
**Role:** Customer Success
**Salary:** $120k – $160k/yr
**Experience:** 8+ years
**Skills:** quality assurance, quality operations, training leadership, qa platforms, servicenow, ai quality assurance, Conversational AI, Agentic AI, Automation, risk-based sampling, bpo governance, hipaa compliance, Root Cause Analysis, csat, knowledge management
**Posted:** 2026-08-04

> Leads the strategy and buildout of Talkiatry’s quality and training function across human, outsourced, and AI-driven interactions. The role requires 8+ years in QA, quality operations, or training leadership, plus experience scaling QA platforms, automation, BPO oversight, and regulated service quality.

## Job Description

## 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**.

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