About NOCD

NOCD is the #1 telehealth provider for the treatment of obsessive-compulsive disorder (OCD). OCD is one of the most severe, prevalent, and misunderstood mental health conditions. NOCD creates access to online therapy for people with OCD through our telehealth platform. In the NOCD app, Members can quickly access and schedule live, face-to-face video therapy sessions with our national network of licensed Therapists that specialize in Exposure and Response Prevention Therapy (ERP) - considered the "gold standard" in OCD treatment.

At NOCD, we help people reclaim their lives with clinically proven OCD treatment, by removing barriers to OCD care, and reducing the stigma associated with OCD. We’re changing the world and need other like-minded individuals to accelerate and expand our efforts.

About the Role

The Intake Quality Assurance Lead is a unique hybrid role that blends direct intake responsibilities with quality assurance expertise, leveraging data-driven insights to support and enhance team performance. You will conduct intake calls using empathy, patient advocacy, and inside sales skills to guide Members through the intake process and ensure a positive, professional experience. Alongside intake work, you will evaluate call quality of our team members, analyze performance metrics, and provide actionable feedback to agents and managers to drive continuous improvement. This role is ideal for someone who thrives as an individual contributor, consistently meets or exceeds goals and key performance indicators (KPIs), and can leverage data insights to support both team performance and operational excellence.

What You’ll Do

• Connect with prospective therapy members using empathy, active listening, and expert objection handling to ensure they start care confidently and quickly.
• Balance a full schedule of intake calls while also reviewing and evaluating team calls to ensure exceptional call quality and member experience, including demonstrating empathy, building rapport, conveying the value of NOCD services, providing accurate information on services and insurance, maintaining compliance, and offering solutions that help members get started with therapy.
• Provide precise, actionable feedback to agents and managers that drives measurable improvements in call quality and performance.
• Consistently exceed your individual KPIs while monitoring team metrics, identifying trends, and driving initiatives that boost overall team success.
• Turn QA and performance data into actionable insights, influencing coaching, workflow enhancements, and operational improvements.
• Act as a go-to resource for intake processes, helping team members master tools, workflows, and communication techniques.
• Champion a culture of continuous improvement, collaborating with the team to elevate call quality, efficiency, and member satisfaction.
• Ensure every interaction adheres to clinical and operational guidelines while maintaining empathy and professionalism.

What You’ll Bring

• 2+ years of experience in intake, inside sales, customer success, or a related field, with hands-on experience in quality assurance, call evaluation, or auditing.
• Proven ability to engage members with empathy while consistently achieving results in a goal-oriented environment.
• Demonstrated track record of meeting or exceeding KPIs, leveraging QA and performance data to drive measurable improvements.
• Strong analytical skills, able to interpret QA metrics, identify trends, and translate insights into actionable coaching, workflow enhancements, and operational improvements.
• Experience providing constructive feedback and coaching to team members and managers, helping improve performance and call quality across the team.
• Highly organized, detail-oriented, and technologically proficient, comfortable navigating multiple systems and processes simultaneously.
• Exceptional communication and interpersonal skills, with the ability to influence, motivate, and collaborate effectively across teams.
• Adaptable and resilient, thriving in a dynamic, fast-paced startup environment with evolving processes.
• High School Diploma or GED required; Bachelor’s degree strongly preferred.

Why Join Us?

• Mission-driven work: Be part of a team dedicated to making evidence-based treatment accessible to people with OCD.
• Growth opportunity: Contribute to NOCD’s rapid expansion and develop skills in both intake and referral management.
• Competitive compensation & benefits: Salary plus bonus opportunity, Medical, Dental, Vision, 401K, PTO.
• Collaborative team culture: Work with a passionate, supportive group committed to both member care and professional growth.

Schedule

• Thursday through Monday (Off Tues/Wed)
• • Weekday hours (Monday, Thursday, Friday): 9:30 - 6 PM CT
  • Weekend hours (Saturday, Sunday): 9:30 AM - 6 PM CT
• Hybrid role

If you’re excited about helping people take the first step toward treatment while supporting NOCD’s partnerships and growth, we’d love to hear from you. Please apply with your resume and a cover letter telling us why you’d be a great fit.