CX Quality Manager

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Mental Health, HealthcareIndustries

Requirements

Candidates must have at least 3 years of experience in Customer Experience and Quality Management, with proven experience in people management and building accountability mechanisms. Proficiency with AI and automation for ticket review, strong data analysis skills for business cases, and extensive experience with CRM tools (Zendesk and/or LMS like Docebo are a plus) are required. Cultural humility, relationship-building skills, and excellent communication are also essential, along with a self-starter attitude and understanding of project management.

Responsibilities

The CX Quality Manager will lead a team of QA Specialists to review customer interactions across multiple channels, calibrate AI-driven and manual ticket review processes, and deliver actionable feedback to CX agents. They will design coaching and peer review initiatives, establish feedback loops with the CX Training Team, and report on performance metrics to demonstrate the effectiveness of quality enablement strategies. Additionally, they will manage the AI quality assurance platform, set technical objectives for new AI prompts, and identify opportunities for training and workflow improvements to enhance the customer experience.

Skills

Customer Experience

Quality Assurance

Process Optimization

Team Leadership

Coaching

Feedback Loops

Performance Metrics

AI Quality Assurance Platforms

MaestroQA

Alma

Digital platform connecting clients with therapists

About Alma

Alma connects individuals seeking mental health services with a variety of therapists through its digital platform, helloalma.com. The platform primarily serves clients looking for therapy for issues like anxiety, depression, personal growth, and relationship challenges. Alma's approach focuses on making therapy more affordable by partnering with insurance companies, allowing clients to save an average of 77% on therapy costs. This affordability is a key aspect that sets Alma apart from other mental health services. Additionally, Alma supports therapists by offering resources for continuing education and professional development, ensuring they are well-prepared to assist their clients. The company emphasizes the importance of the client-therapist relationship, aiming to match clients with therapists who best meet their individual needs. Alma operates on a membership model, where therapists pay a fee to access the platform's resources and client base.

New York City, New YorkHeadquarters

2018Year Founded

$214.5MTotal Funding

SERIES_DCompany Stage

HealthcareIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Wellness Program

Home Office Stipend

Parental Leave

Paid Holidays

Unlimited Paid Time Off

Risks

Increased competition from platforms like Headway and SonderMind could impact Alma's market share.

Rapid expansion to 8,000 providers may challenge service quality and support.

Regulatory changes in telehealth reimbursement policies could affect Alma's business model.

Differentiation

Alma partners with insurance companies to make therapy more affordable for clients.

The platform offers a comprehensive suite of tools for therapists, including scheduling and billing.

Alma emphasizes client-therapist matching to ensure personalized and effective therapy sessions.

Upsides

Alma raised $130 million in Series D funding to expand its platform and services.

The decreasing stigma around mental health is increasing demand for Alma's services.

Alma's integration of AI can enhance client-matching algorithms and service delivery.

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