# Quality Assurance Lead

**Company**: Headway
**Location**: Remote
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: Expected base pay range: $95,200-$140,000
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://job-boards.greenhouse.io/headway/jobs/6000042004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3bcc5f60-558

## Description

We are looking for an experienced Quality Assurance Lead to join our Customer Experience team. As a Quality Assurance Lead, you will be responsible for evolving how quality works across our CX organization. You will design the systems, analyze the signals, and surface the patterns that change how we operate. Your work will give CX leadership consistent, reliable visibility into performance, process, and operations.

Key Responsibilities:

- Own a defined area of the QA program end-to-end and drive it from signal to action

- Set quality standards and rubric logic for your area; ensure consistent application across channels and partners and recommend framework updates based on outcomes

- Configure and continuously improve AI-QA tooling with set scoring logic, monitoring accuracy, and ensuring the platform delivers consistent, actionable output

- Build automation into QA workflows to reduce manual overhead and expand coverage; establish AI-assisted processes for status updates, reporting, and initiative recaps

- Analyze quality and conversation data to surface DSAT drivers, behavioral trends, escalation patterns, 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 and ensure findings flow into training, content, coaching, and product decisions

- Contribute QA input to WBR/MBR cycles and cross-functional planning; give leadership consistent visibility into program health and customer experience impact

- 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 and deliver initiatives that measurably improve agent quality and customer satisfaction

Requirements:

- 4–7 years in CX operations, QA, or analytics , you've genuinely owned a program (not just contributed to one) and have specific, measurable outcomes to point to

- Comfortable pulling and analyzing data without a dedicated analyst

- You've worked with QA and conversation intelligence tools and know how to configure, calibrate, and get meaningful output from them

- You use AI as part of how you actually work with automations, workflow improvements, faster paths to insight

- You've produced insight reports that moved real decisions, where training shifted, processes changed, policy updated

- You don't just identify problems, you design the processes that prevent them from recurring

- You can translate quality data for non-QA audiences and influence decisions without formal authority

- You are comfortable in ambiguity and move fast without sacrificing rigor, and you're fine building the playbook as you go

- You are fluent in quality evaluation methodologies, calibration processes, and QA framework design

- You have a track record coordinating across operations, training, content, and technology teams to deliver shared goals

- You are a strong communicator, demonstrated with clear status reports, insight briefs, and stakeholder presentations

- You are motivated by the mission: making mental healthcare affordable and accessible

Compensation and Benefits:

The expected base pay range for this position is $95,200-$140,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level. We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity.

## Skills

### Required
- Quality Assurance
- Customer Experience
- Analytics
- Data Analysis
- AI-QA Tooling
- Automation
- Workflow Improvements
- Insight Reports
- Training
- Content
- Coaching
- Product Decisions

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/headway/jobs/6000042004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)