Head of Quality & Training

Remotedxb; Dubai; On-site; AED 1,000,000 - 1,800,000; Full time

Job summary

Talkiatry is seeking a senior QA leader to design and implement the QA operating model, roll out the first dedicated QA platform, and establish automated signals for BPO-handled volumes. You will manage a distributed team, set evaluation standards for agentic AI interactions, and drive the long-term strategy for Quality & Training to improve patient and clinician experiences.

This role requires 8+ years in QA leadership, experience scaling QA functions, and strong analytics with a bias toward

Qualifications

• 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.

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.

Skills

QA leadership

Change management

Analytics & automation

Distributed teams management

AI QA evaluation

BPO quality governance

Education

Bachelor's degree or higher

Tools

QA platforms

Job description

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