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Quality Assurance & Training Manager (Contact Centre Trainer)
Full-time
The Quality Assurance & Training Manager ensures consistent service quality across Sales and Customer Support teams by defining QA standards, monitoring performance, and building structured training programs. This role bridges process design and on-ground execution to improve customer experience, compliance, and team capability. Operating within a regulated healthcare environment, the role also embeds AI literacy across the contact centre, equipping agents and Team Leads to work effectively alongside AI-assisted tools.
Key Responsibilities
QA Framework: Design and maintain QA scorecards, conduct audits of calls, chats and tickets, and incorporate AI-assisted QA tools (automated call scoring, speech analytics) with healthcare-specific dimensions like clinical accuracy and data privacy.
Performance Evaluation: Track quality trends, identify recurring errors, use AI-powered analytics to monitor performance in real time, and produce monthly QA insight reports.
Training Development: Design onboarding and ongoing training, build an AI literacy curriculum, maintain a living training library, and include mandatory healthcare compliance modules.
Coaching & Capability: Support Team Leads in coaching, champion AI upskilling, and track individual development plans.
Cross-Functional Alignment & Governance: Collaborate with CX, Ops and Medical/Product teams, own a continuous improvement roadmap, run calibration sessions, and audit AI tool usage.
Requirements
Minimum 3+ years of experience in QA, Training, or Customer Operations, in Sales and/or Customer Support environments.
Strong understanding of QA frameworks, coaching methods, and adult learning principles.
Ability to analyse performance data and translate it into training improvements, with strong communication and stakeholder management.
Hands-on experience with QA platforms and CRM systems (Salesforce, Zendesk, Klaus, MaestroQA or similar).
Demonstrable experience designing and delivering training content, and comfort translating AI tool outputs into coaching actions.
Working knowledge of data privacy obligations in a healthcare context (HIPAA, GDPR, or local equivalent).
Preferred Qualifications
Healthcare or service-based industry experience, and experience building QA systems from scratch or scaling training functions.
Familiarity with AI-powered QA or analytics tools (Observe.AI, Tethr, Qualtrics, or similar) and Learning Management Systems.
Instructional design qualification (CIPD L&D, ATD, or equivalent) and experience running QA calibration sessions.
