Call Center Quality Assurance and Training Manager

Job Description

REQUIREMENTS

• 5+ years of progressive experience in Quality Assurance and/or Training within a healthcare contact center environment
• Proven success in building quality assurance programs in a regulated healthcare setting.
• Demonstrated expertise in designing and maintaining comprehensive training curricula for contact center agents and support.
• Strong knowledge of healthcare regulations (HIPAA, HITECH, TCPA, etc.) and telehealth best practices highly preferred.
• Experience working with BPO or outsourced partners is highly preferred.
• Excellent analytical skills with the ability to translate data into actionable insights.
• Strong project management and cross-functional collaboration abilities.

RESPONSIBILITIES

• Build and Own the Quality Assurance Program: Design, implement, and continuously improve a comprehensive QA framework tailored to telehealth healthcare contact center operations, including call monitoring, scorecards, calibration sessions, and performance reporting.
• Develop and Maintain Training Curriculum: Help create, update, and deliver engaging training programs for new hires, tenured agents, supervisors, and leadership covering compliance, customer service excellence, telehealth technology, and soft skills.
• Drive Performance Excellence: Analyze quality trends, identify root causes, and partner with operations teams to implement targeted coaching and process improvements.
• Stakeholder Collaboration: Work closely with internal stakeholders (Clinical, Compliance, Operations, IT) and our BPO partner to ensure alignment on quality standards, training delivery, and performance goals.
• Reporting & Analytics: Develop and present regular QA and training dashboards, trend analyses, and improvement recommendations to the Director of Operations and senior leadership.
• Program Governance: Establish calibration processes, audit readiness, and continuous improvement cycles to maintain high standards of patient care and regulatory compliance.
• Team Leadership: Mentor QA specialists and trainers, fostering a culture of excellence, accountability, and continuous learning.

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