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Talkiatry is the largest dedicated psychiatry practice in the U.S., with 750+ psychiatrists, 250+ therapists, and over two million patient visits delivered nationwide. The company is building its Operational Excellence function, with Quality & Training as the first pillar. This is a build-and-scale role focused on strengthening the existing foundation while designing QA programs, systems, and standards for the next stage of growth.
You will design and implement Talkiatry's QA operating model from the ground up. Currently, a small team supports quality across 400 frontline agents using largely manual processes in partnership with a BPO. You will introduce the company's first QA platform and automation, establish independent quality oversight of outsourced work, and build quality assurance capabilities for the growing set of AI agents.
In your first year, you will: (1) Design a risk-based QA operating model with automated sampling and coverage strategies; (2) Evaluate and implement a QA platform (ServiceNow, dedicated QA/AI-QA tool, or hybrid); (3) Build automated/AI-driven QA scoring for BPO-handled volume independent of their own scores; (4) Stand up QA processes for AI agent interactions, evaluating accuracy, tone, empathy, and compliance; (5) Integrate compliance-sensitive audits (crisis protocol, HIPAA review) into the standing program.
You will lead a small team, including a manager who owns training, knowledge management, and change management, while you own the quality program end-to-end. You will define how quality is measured and scored, balancing non-negotiable protocol adherence (HIPAA, crisis safety, clinical boundaries) with judgment-based quality dimensions (tone, empathy, patient-appropriate responses). You will establish QA standards for both human agents and AI interactions, conduct root cause analysis on QA and CSAT data, deliver real-time visibility through dashboards, and partner with Operations and Clinical leadership to embed QA insights into process and system design. You will also work with the AI Ops & Strategy team to align AI performance metrics with Talkiatry's QA standards.
