Head of Quality & Training

About the Company

Talkiatry is transforming mental health care by making high-quality psychiatry more accessible, human, and sustainable for both patients and clinicians. As the largest dedicated psychiatry practice in the U.S., we use a technology-powered platform to empower clinicians and improve the patient experience.

Responsibilities

• Design and implement the QA operating model, including risk-based sampling and coverage strategies
• Evaluate, select, and roll out the company's first dedicated QA platform
• Establish automated QA signals for BPO-handled volume to ensure independent oversight
• Define evaluation standards for agentic AI interactions, including accuracy, tone, and empathy
• Lead the long-term strategy for the Quality & Training function
• Manage a team, including a manager responsible for training, knowledge, and change management
• Design scorecards that balance non-negotiable protocol adherence with judgment-based quality
• Partner with AI Ops & Strategy to align AI performance metrics with QA standards
• Conduct root cause analysis on QA and CSAT data to drive operational improvements

Requirements

• 8+ years in QA, quality operations, or training leadership
• Experience building a QA function from the ground up and scaling it
• Experience managing quality operations across large, distributed, or outsourced teams
• Hands-on experience evaluating conversational or agentic AI systems
• Experience overseeing BPO quality and governance
• Strong analytical skills with a bias toward automation and technology
• Proven ability to lead teams through change and drive cross-functional alignment
• Bachelor's degree or higher preferred