Headway
QualityAssuranceLead
“Quality Assurance Lead at Headway. Skills: QA program ownership, AI-powered analytics, vendor and partner quality oversight, quality standards setting, AI-QA tooling configuration, data analysis for insights, dashboard design and maintenance, cross-functional collaboration. Own a defined area of the QA program end-to-end (calibration and rubric governance, AI-powered analytics, or partner quality) and drive it from signal to action. Set quality standards and rubric logic for CX”
Industry & Context.
Analyze quality and conversation data to surface DSAT drivers, behavioral trends, escalation patterns, and workflow gaps by going beyond what happened to understand why; translate findings into clear operational recommendations; Produce structured insight reports (clear signal, root cause, recommended action)
What They're Looking For.
Must Have
4–7 years in CX operations, QA, or analytics, genuinely owned a program (not just contributed to one), specific, measurable outcomes to point to, Comfortable pulling and analyzing data without a dedicated analyst, worked with QA and conversation intelligence tools, know how to configure, calibrate, and get meaningful output from them, use AI as part of how you actually work with automations, workflow improvements, faster paths to insight, produced insight reports that moved real decisions, where training shifted, processes changed, policy updated, design the processes that prevent them from recurring, translate quality data for non-QA audiences, influence decisions without formal authority, comfortable in ambiguity and move fast without sacrificing rigor, fine building the playbook as you go, fluent in quality evaluation methodologies, calibration processes, and QA framework design, track record coordinating across operations, training, content, and technology teams to deliver shared goals, communicator, demonstrated with clear status reports, insight briefs, and stakeholder presentations, motivated by the mission: making mental healthcare affordable and accessible
Nice to Have
Looker, Metabase, Hex, or SQL is a plus
What You'll Do.
Own a defined area of the QA program end-to-end (calibration and rubric governance
or partner quality) and drive it from signal to action
Set quality standards and rubric logic for CX
ensure consistent application across channels and partners
recommend framework updates based on outcomes
Configure and continuously improve AI-QA tooling (ObserveAI or similar) with set scoring logic
and ensuring the platform delivers consistent
Build automation into QA workflows to reduce manual overhead and expand coverage
establish AI-assisted processes for status updates
and initiative recaps
Analyze quality and conversation data to surface DSAT drivers
and workflow gaps by going beyond what happened to understand why
Design and maintain dashboards that track key quality metrics
translate findings into clear operational recommendations for CX leadership
Produce structured insight reports (clear signal
ensure findings flow into training
and product decisions
Contribute QA input to WBR/MBR cycles and cross-functional meetings
give leadership consistent visibility into program health and customer experience impact
How You'll Work.
Team & Collaboration
Partner with BPO teams and CX stakeholders to align on standards, drive calibration, and keep expectations consistent across every channel and partner; Collaborate with Enablement, Knowledge, and Programs to ensure quality signals drive decisions across training, content, and coaching; deliver initiatives that measurably improve agent quality and customer satisfaction; coordinating across operations, training, content, and technology teams to deliver shared goals
Communication Scope
translate quality data for non-QA audiences; communicator, demonstrated with clear status reports, insight briefs, and stakeholder presentations
Process & Methodology
drive it from signal to action, build automation into QA workflows, establish AI-assisted processes, design and maintain dashboards, produce structured insight reports, ensure findings flow into decisions, Contribute QA input to WBR/MBR cycles and cross-functional meetings
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