Heard is an all-in-one financial solution for therapists that combines software and human support to handle bookkeeping, taxes, payroll, and more. Our mission is to help therapists be therapists by acting as their financial back office to empower therapists to spend less time running their business and more time giving clients the help and support they need through an affordable, easy-to-use software tool with real-time human support.
Heard is growing rapidly, and could use your expertise to help us become an industry-leading software services provider for independent mental health practitioners!
Role Overview
We are seeking a motivated and detail-oriented Quality and Compliance Associate to join our growing team. In this role, you will be responsible for ensuring that Heard’s products, processes and practices meet all regulatory requirements and internal quality standards. This role involves developing and implementing quality control systems, monitoring compliance through audits, and managing quality assurance processes to ensure continuous improvement. You will be a key part of ensuring our clients have a smooth and positive experience with Heard.
Responsibilities
Stay up-to-date on Heard’s products, services, and operational processes to ensure accurate quality and compliance assessments
Establish and conduct regularly cadenced audits to ensure adherence to quality standards and regulatory requirements
Provide detailed reports and actionable insights from audits to relevant internal teams to support decision-making and continuous improvement initiatives
Develop, deliver and update SOPs to ensure they reflect current practices
Proactively educate and train relevant internal teams on best practices and monitor adherence to ensure consistency across the organization
Regularly track and evaluate customer NPS to gauge customer satisfaction and loyalty
Analyze feedback to identify trends, strengths, and areas for improvement
Contribute to cross functional projects and initiatives
Foster a culture of continuous improvement - identifying opportunities for process improvements and implementing changes to further enable customer experience Qualifications
Minimum 2+ years of experience in quality assurance and compliance management, preferably in a SaaS B2B setting
Proven experience in tax and accounting compliance, including familiarity with relevant tax laws, regulations and accounting standards
Strong analytical skills and experience reporting key metrics and learnings
Excellent attention to detail and a commitment to high standards
Effective communication and interpersonal skills
Ability to manage multiple projects and meet deadlines
Proficient in Google Suite (Gmail, Docs, Sheets, Slides) What You Get In Return
Opportunity to revolutionize the mental health industry and build both relationships and teams that make a tangible impact on our customers and their patients
An environment that prioritizes your psychological safety always. We empower team members to be relentlessly curious and act with 100% ownership, believing that we can go the extra mile, together
Competitive salary package and benefits, which include flexible PTO, medical coverage, retirement support, and wellness stipends Additional Information
Heard is an equal-opportunity employer. We aim to build a workforce of individuals from different backgrounds, with different abilities, identities, and mindsets.
Compensation is variable and is subject to a candidate’s personal qualifications and expectations. For candidates based in the SF Bay Area we offer the following OTE range: $65,000 - $85,000 per year.
