Requirements
Minimum 3+ years of experience in QA, Training, or Customer OperationsExperience in Sales and/or Customer Support environmentsStrong understanding of QA frameworks, coaching methods, and adult learning principlesAbility to analyze performance data and translate into training improvementsStrong communication and stakeholder management skillsHands-on experience with QA platforms and CRM systems (e.g. Salesforce, Zendesk, Klaus, MaestroQA or similar)Demonstrable experience designing and delivering training content — including e-learning modules, live sessions, and reference materialsComfortable working with AI-assisted tools and translating their outputs into coaching and training actions Working knowledge of data privacy obligations in a healthcare context (HIPAA, GDPR, or local equivalent)Preferred QualificationsHealthcare or service-based industry experience preferredExperience building QA systems from scratch or scaling training functionsExposure to contact center operations or patient/customer journey environmentsFamiliarity with AI-powered QA or analytics tools (e.g. Observe.AI, Tethr, Qualtrics, or similar speech/text analytics platforms)Experience with Learning Management Systems (LMS) - content authoring, module deployment, and completion trackingInstructional design qualification or certification (e.g. CIPD L&D, ATD, or equivalent)Experience running QA calibration sessions and building inter-rater reliability across assessorsKey KPIsQA score (overall interaction quality)Training completion ratePost-training performance improvementError rate reductionSOP adherence rateCoaching effectiveness scoreAgent improvement in KPIs (conversion, resolution, CSAT)Audit coverage rateQA calibration score inter-rater agreement rate between QA assessors and Team LeadsAI literacy assessment pass rate % of team meeting defined AI tool proficiency standardTraining content currency % of modules reviewed/updated within the defined review windowTime-to-competency for new hires average time from start date to meeting QA thresholdHealthcare compliance audit pass rate % of audited interactions meeting clinical and regulatory standardsIDP completion rate % of agents on improvement plans meeting their defined milestones
Description
Role OverviewThe Quality Assurance & Training Manager is responsible for ensuring consistent service quality across Sales and Customer Support teams by defining QA standards, monitoring performance, and building structured training programs. This role bridges the gap between process design and on-ground execution to improve customer experience, compliance, and team capability. Operating within a regulated healthcare environment, the role is also responsible for embedding AI literacy across the contact centre - equipping agents and Team Leads to work effectively alongside AI-assisted tools, and continuously evolving training frameworks as technology and clinical protocols develop.Key Responsibilities1. Quality Assurance FrameworkDesign and maintain QA scorecards for Sales and Support teamsConduct regular audits of calls, chats, and ticketsEnsure adherence to SOPs, scripts, and service standardsIncorporate AI-assisted QA tools (e.g. automated call scoring, speech analytics) into the audit framework - using AI outputs to prioritise reviews and surface patterns at scaleEnsure QA scorecards include healthcare-specific dimensions: clinical accuracy, safeguarding awareness, data privacy adherence, and appropriate signpostingEstablish a continuous review cycle - schedule quarterly scorecard reviews to reflect changes in clinical protocols, regulatory requirements, and business priorities2. Performance EvaluationTrack and analyze quality trends across teams and agentsIdentify recurring errors, gaps, and process breakdownsProvide structured feedback to Team Leads and managementUse AI-powered analytics and dashboards to monitor performance in real time, identify at-risk agents early, and track improvement trajectories over timeProduce monthly QA insight reports for the CX Manager with trend analysis, root cause summaries, and recommended interventions 3. Training Program DevelopmentDesign onboarding training for new hires (Sales & Support)Develop ongoing training modules based on QA insightsStandardize scripts, communication guidelines, and workflowsBuild and maintain an AI literacy curriculum - covering how agents use AI tools (e.g. AI-suggested responses, knowledge base assistants, automated routing) correctly, safely, and in line with clinical guidelinesDevelop a continuous learning calendar - structured monthly or quarterly training cycles tied to QA trends, product/protocol updates, and regulatory changesInclude mandatory modules on healthcare compliance: patient data handling, safeguarding, clinical escalation pathways, and confidentiality obligationsMaintain a living training library - version-controlled content that is reviewed and updated on a defined schedule, not ad hoc4. Coaching & Capability BuildingSupport Team Leads in coaching underperforming agentsConduct targeted refresher training sessionsImprove agent communication, accuracy, and process adherenceDevelop Team Lead coaching capability - upskill Team Leads to independently deliver structured 1:1 coaching using QA data, reducing dependency on the QA Manager for routine development conversationsChampion AI upskilling across the team - run regular sessions helping agents understand AI tool outputs, avoid over-reliance, and apply human judgement appropriately in clinical contextsTrack individual development plans (IDPs) for agents on improvement pathways, with defined milestones and review points5. Cross-Functional AlignmentCollaborate with CX Manager, Ops, and Medical/Product teamsEnsure training content reflects updated protocols and policiesAlign QA standards with business and customer experience goalsPartner with technology and product teams to stay current on AI tool developments - translating new features into updated training content promptlyEstablish a protocol change management process - a defined workflow for how clinical or product updates are reviewed, approved, and reflected in QA scorecards and training within an agreed timeframe6. Continuous improvement & governanceOwn a continuous improvement roadmap for QA and training - setting quarterly goals, tracking progress, and presenting outcomes to senior leadershipConduct regular calibration sessions with Team Leads and the CX Manager to ensure consistent application of QA standards across the floorAudit AI tool usage by agents - ensure tools are being used as intended, flag misuse or over-reliance, and feed findings into training updatesMaintain a lessons-learned log from escalations and complaints - use these systematically to update SOPs and training content