Senior Clinical QA Specialist, AI

Who are we and why should you join us? BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service, providing affordable and convenient therapy across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution. As a Senior Clinical QA Specialist, AI at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way. What are we looking for? We’re building safe, effective AI tools that support both members and clinicians throughout the mental health journey - and we’re growing our team to accelerate this work. We are seeking a hardworking, mission-driven individual with experience in clinical care and familiarity with AI to join our Clinical Quality and AI Team. The team integrates strategy, quality, and clinical product expertise to drive clinical excellence across BetterHelp. This role primarily focuses on ensuring AI features and outputs meet safety, clinical, and compliance standards, while contributing to long-term AI strategies. You will lead our AI Clinical Quality Assurance program by: • Helping develop clinical standards, evaluation rubrics and review processes. • Identifying risk assessment and escalation pathways and protocols. • Assessing AI outputs for clinical safety integrity, ethics, and compliance. • Translating insights into actionable and meaningful improvements across AI tools and workflows. The ideal candidate is a self-starter with a growth mindset, grounded in clinical quality and energized by the rapid evolution of AI in healthcare. They bring experience in telemedicine and AI applications, thoughtfully balance rigor with efficiency, and are passionate about improving therapeutic outcomes through safe, innovative technologies. This dynamic role offers significant opportunities for impact and professional growth, shaping how mental health care evolves globally through AI-powered solutions. What will you do? A. Primary Responsibilities • Help develop, operationalize and refine QA frameworks, including testing protocols, evaluation rubrics, monitoring systems and review processes for AI tools. • Conduct ongoing pre- and post-production evaluation and auditing of AI outputs for clinical safety, accuracy and bias, and alignment with therapeutic, ethical and regulatory standards. • Review and assess AI-related escalations from BetterHelp therapists, clients, and/or customer-facing teams; identify patterns, severity, and appropriate escalation pathways. • Analyze QA findings and trends to generate clear, actionable Clinical AI QA reporting, which includes recommendations for improving AI features, model behavior, prompts, guardrails and workflows. Communicate reporting with cross-functional partners. • Help develop and maintain clinical AI risk and escalation pathways in partnership with relevant cross-functional teams (e.g., Legal, Compliance, Clinical Operations) to define issue severity, escalation threshold