Client Engagement QA Manager

Our Company:

At Cerebral, we're on a mission to democratize access to high-quality mental health care for all. We believe that everyone everywhere deserves to get the care they need, and are striving to make care convenient and accessible, while tackling the stigmas that surround mental illness.

Since launching in January of 2020, Cerebral has scaled to provide mental health services to more than 700,000 people in all fifty US states. With support from investors like SoftBank, Silver Lake, Access Industries, Bill Ackman, WestCap, and others, and impactful leaders like you, we’ll continue to democratize mental health care and double down on clinical quality and deliver exceptional client outcomes for years to come. With a heavy focus on clinical quality and safety in all that we do, we’ve accomplished excellent outcomes for hundreds of thousands of clients:

• 82% of clients report an improvement in their anxiety symptoms after using Cerebral.  
• 75% of clients who report improvement in their depression see improvement within 60 days.  
• 50% of clients who initially report suicidal ideation no longer harbor suicidal thoughts after treatment with Cerebral.

This is just the beginning for Cerebral, and we won’t stop building, growing, and iterating until everyone, everywhere can access high-quality, evidence-based mental health care without high costs and/or long wait times. We’re looking for mission-driven leaders who share these values, and we need your help as we transform access to high-quality mental health care in the United States and beyond.

The Role:

As the QA Manager you will be directly responsible for the QA program within the client support team. Your initial focus will be to evaluate existing processes and propose new, innovative ways to level up the quality of our support interactions both through the improvement of auditing and scoring protocols, and by thinking through the technologies used to accomplish our goals. You will be held accountable for ongoing adherence of auditors to the QA schedule you will be laying out, as well as reporting out on quality scores both at a team and individual level; supporting team managers with coaching and improvement plans when it comes to coordinator improvement plans.

Who you are:

• Minimum of 3 years of experience in customer service, preferably at a high-growth company
• 1-2 years experience leading a high-functioning, high-quality customer support team or QA team (preferred)
• Process-oriented and extremely organized
• Able to distill difficult feedback into effective coaching resulting in a motivated and well-informed support team
• Strong quantitative story teller
• Ability to spot trends and propose solutions to address pain points through improved quality, training, and resources
• Able to work autonomously and in a team setting
• Excellent people management skills
• Ability to effectively manage up
• Strong sense for prioritization of projects and goals
• Experience supporting and working with a BPO team
• Execute on additional projects as-needed

How your skills and passion will come to life at Cerebral:

• Evaluate the current QA program - spotting gaps, evaluating effectiveness, and suggesting improvements
• Set, report on, and adhere to KPIs and OKRs
• Determine go-forward strategy for the remainder of 2023
• Continuously challenge the status quo - bringing a creative lens to our approach to quality, questioning current processes and effectively making a case for process changes
• Liaise with compliance where necessary
• Complete regular team audits
• Manage, mentor, and lead one direct report as well as work closely with a team of auditors on our outsourced team
• Deep focus on data - regularly bubble up trends and feedback to leadership
• Identify trends in quality and work with training team to build up-training and improve both existing onboarding and knowledge resources
• Coach and support auditors by holding regular calibration sessions to ensure strong alignment and fair/consistent scoring
• Identify QA-team process improvements to facilitate the efficiency of auditors
• Report and share out quality