CXQualityAssuranceLead

1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that. But we're going further. Over 75,000 providers across all 50 states run their practice on our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We aren't just a billing layer; we are becoming the platform where care actually happens. We're a Series D company with $325M+ in funding (a16z, Accel, Spark Capital, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better. About the Role Headway is looking for an experienced QA Lead to evolve how quality works across our CX organization as we move from manual evaluation to a system that generates insights continuously, surfaces behavioral trends at scale, and drives the decisions that make our agents better and our customers better served. This is a customer support quality assurance role focused on agent evaluation, conversation analytics, and AI-powered quality measurement — not software testing, test automation, or CI/CD engineering You'll be joining the Agent Success team within Customer Experience, a function focused on making our CX agents more effective, more consistent, and better supported. QA is in active evolution here; we're moving from a manual, sampling-based model to a specialized, insight-driven system, and the people we hire will have a direct hand in building it. Your