Quality And Compliance Associate

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