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.