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CX Quality Assurance Lead
Full-time
About the Role
Headway is building a new mental healthcare system everyone can access, with over 75,000 providers serving more than 1 million patients. Headway is looking for an experienced QA Lead to evolve how quality works across its CX organization, moving from manual evaluation to a system that generates insights continuously, surfaces behavioral trends at scale, and drives the decisions that make agents better.
This is a customer support quality assurance role focused on agent evaluation, conversation analytics, and AI-powered quality measurement, not software testing or CI/CD engineering. You will join the Agent Success team within Customer Experience and have real ownership over a defined area of the QA program.
You Will
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, ensuring consistent application across channels and partners.
Configure and continuously improve AI-QA tooling (ObserveAI or similar), monitoring accuracy and ensuring actionable output.
Build automation into QA workflows to reduce manual overhead and expand coverage.
Analyze quality and conversation data to surface DSAT drivers, behavioral trends, escalation patterns, and workflow gaps.
Design and maintain dashboards that track key quality metrics and translate findings into operational recommendations.
Produce structured insight reports and ensure findings flow into training, content, coaching, and product decisions.
Partner with BPO teams and CX stakeholders to align on standards and drive calibration across every channel.
You'd Be a Great Fit If
4-7 years in CX operations, QA, or analytics, having genuinely owned a program with specific, measurable outcomes.
Comfortable pulling and analyzing data without a dedicated analyst (Looker, Metabase, Hex; SQL is a plus).
You have worked with QA and conversation intelligence tools (ObserveAI, Rippit, Level AI, Klaus) and can configure and calibrate them.
You use AI as part of how you work, with automations, workflow improvements, and faster paths to insight.
You have produced insight reports that moved real decisions and design processes that prevent problems from recurring.
You are fluent in quality evaluation methodologies, calibration processes, and QA framework design.
