Head of Quality Assurance

Job Summary

To support the growth of a quality assurance program, the full-time Head of Quality Assurance will design and implement a QA operating model, establish a QA platform, and oversee quality assurance for both human and AI interactions in a remote environment.

Key Responsibilities

• Define and lead the long-term strategy for the Quality & Training function, ensuring alignment with operational goals
• Build and manage a team responsible for training, knowledge management, and the quality program
• Establish QA standards and conduct root cause analysis to improve processes and training needs

Required Qualifications

• 8+ years of experience in QA, quality operations, or training leadership, preferably in healthcare or regulated environments
• Proven experience in building QA functions and platforms at scale, including automation strategies
• Hands-on experience with conversational or agentic AI systems and independent quality oversight of BPO operations
• Strong understanding of quality philosophy, emphasizing outcome-based QA over compliance-based approaches
• Bachelor's degree or higher preferred