Chief Quality & Training Architect

Talkiatry; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, dental, vision

401K with match

PTO + paid holidays

Paid parental leave

Job summary

Talkiatry is building a new QA function to design and implement its QA operating model, with first QA platform rollout and automated scoring for both human and AI interactions. You will lead a small team, drive quality governance, and ensure strong physician and patient outcomes.

The Head of Quality & Training will own the strategy, be responsible for calibrations, and shape the QA culture across onshore and offshore teams while advancing data-driven improvements.

Qualifications

• 8+ years in QA, quality operations, or training leadership, with progressive scope.
• Demonstrated experience building a QA function from the ground up and at scale.
• Experience running QA at scale across hundreds of frontline and/or outsourced agents.
• Hands-on experience evaluating conversational or agentic AI systems, including accuracy, tone, safety, and workflow adherence.
• Experience overseeing BPO quality, including governance, calibration, and independent quality signals beyond vendor self-scoring.
• Strong point of view on quality philosophy and designing scorecards that reward patient outcomes.
• Bachelor's degree or higher preferred.

Responsibilities

• Define and lead the long-term strategy for the Quality & Training function.
• Build and lead the team; own the quality program directly.
• Own the roadmap for QA systems and platforms, including automation and AI.
• Balance onshore and offshore QA staffing and governance of the BPO.
• Establish QA standards reflecting healthcare professionalism and patient experience.
• QA for both human agents and AI interactions with real-time visibility via dashboards.

Skills

QA leadership

Quality operations

Training leadership

QA automation

AI QA evaluation

Education

Bachelor's degree

Tools

ServiceNow

QA Platforms

Job description

Talkiatry is building a new QA function to design and implement its QA operating model, with first QA platform rollout and automated scoring for both human and AI interactions. You will lead a small team, drive quality governance, and ensure strong physician and patient outcomes.

The Head of Quality & Training will own the strategy, be responsible for calibrations, and shape the QA culture across onshore and offshore teams while advancing data-driven improvements.