Head of Quality & Training

TL;DR

Head of Quality & Training (QA, AI): Building and scaling hirify.global’s quality assurance operating model for human agents, outsourced operations, and agentic AI interactions with an accent on risk-based sampling, automated evaluation, compliance, and patient experience. Focus on designing scorecards, launching a QA platform, calibrating independent BPO quality signals, and improving AI interactions through human-in-the-loop review.

Location: Remote within the United States only; U.S. work authorization is verified after an accepted offer through E-Verify.

Salary: $120,000–$160,000 annually, plus bonus.

Company

hirify.global is a U.S. technology-powered mental healthcare company providing in-network psychiatry and therapy services through a nationwide platform.

What you will do

• Define and lead the long-term Quality & Training strategy and build a scalable QA operating model.
• Select, configure, and roll out the first QA platform, including automation and AI-assisted evaluation capabilities.
• Establish independent quality oversight for BPO-handled interactions through automated scoring, calibration, and adjudication.
• Design QA methods for human and agentic AI interactions, covering accuracy, empathy, safety, workflow adherence, and escalation behavior.
• Create scorecards that distinguish non-negotiable compliance protocols from judgment-based patient experience quality.
• Lead a small team and partner with Operations, Clinical, AI Ops & Strategy, Training, and Knowledge Management.

Requirements

• 8+ years of experience in QA, quality operations, or training leadership, ideally in healthcare, regulated, or high-touch service environments.
• Experience building QA functions from the ground up and configuring or launching QA platform capabilities at scale.
• Experience supporting hundreds of frontline or outsourced agents, including sampling, coverage, automation, BPO governance, and calibration.
• Hands-on experience evaluating conversational or agentic AI systems and conducting human-in-the-loop reviews.
• Strong understanding of compliance-based versus outcome-based QA, with the ability to design quality frameworks that reward judgment and patient experience.
• Experience leading distributed teams, using data and root cause analysis, and influencing Operations, Clinical, and AI/Product stakeholders without direct authority.

Nice to have

• Bachelor’s degree or higher.
• Experience with ServiceNow QA features or dedicated QA and AI-QA platforms.

Culture & Benefits

• Mission-driven work focused on improving access to mental healthcare.
• Collaborative, fast-paced startup environment with the opportunity to build a function from the ground up.
• Medical, dental, and vision benefits effective from the first day of employment.
• 401(k) with company match, generous paid time off, paid holidays, and paid parental leave.
• Learning and development support, with a focus on employee well-being and an inclusive workplace.