CX Quality Manager

About Alma

Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.

CX Quality Manager

It’s Alma’s mission to fill the gaps that exist in the broader healthcare ecosystem, so that we can remove barriers to quality mental health care. As a Quality Manager on Alma’s Customer Experience team, your role will be to develop and optimize processes to review Alma customer interactions across multiple channels (phone, chat, email) and deliver actionable feedback and improve overall customer experience.

You will lead a team of Quality Assurance Specialists to review Alma customer interactions for clarity, accuracy, process alignment, and empathy. You will design coaching and peer review initiatives that build CX agent confidence and commitment to customer experience quality. You will also establish an effective feedback loop with the CX Training Team to prioritize needed CX skills and workflows, ultimately driving team-wide service improvements.

You will regularly report on performance metrics for Alma CX Agents to demonstrate the effectiveness of your quality enablement strategy. You will also manage our AI quality assurance platform, MaestroQA, and set technical objectives for development of new AI prompts to review customer interactions for issues that have a high impact on Alma’s business.

What you’ll do:

• In partnership with your team of QA Specialists, calibrate and supervise both AI-driven and manual ticket review processes to deliver effective feedback to CX agents on customer interaction quality.
• Design coaching and QA feedback delivery mechanisms that drive measurable improvements in CX operations and individual / team performance
• Track and hold yourself and your team accountable to ambitious improvements in CX team quality metrics
• Report out regularly to Customer Experience leadership on CX quality data insights
• Based on quantitative and qualitative data, identify new opportunities for training and workflow improvements to facilitate a premium customer experience for Alma’s members and clients
• Establish and maintain effective feedback loops with Enablement and Customer Experience managers and execute on shared priorities for improving Alma member and client experience

Who you are:

• You are a seasoned people manager with 3+ years in Customer Experience and Quality Management.
• You have experience building accountability mechanisms to track the effectiveness of Quality Assurance. You hold direct reports to a high standard of excellence.
• You are comfortable with AI, and with automation of ticket review and feedback generation.
• You can use data to make a compelling business case for new initiatives and strategies to support CX team quality improvements over time.
• You are comfortable with tech, often an early adopter, and have extensive experience with CRM tools. Experience with Zendesk and / or with an LMS such as Docebo is a huge plus.
• You’re a self-starter with a strong understanding of project management processes and practices.
• You have cultural humility, can build relationships across differences, and have excellent communication skills.

Benefits:

• We’re a remote-first company
• Health insurance plans through Aetna (medical