Contact Center Support Services Manager - Remote U.S/CAN
Role Overview
The Contact Center Support Services Manager is responsible for overseeing the Quality Assurance (QA) and Training functions within Patient Revenue Operations.
This role ensures agents receive the coaching, training, tools, and support needed to deliver an exceptional patient experience while achieving operational and conversion goals.
The Contact Center Support Services Manager will lead a team focused on quality monitoring, onboarding, training, process improvement, knowledge management, and performance development for both internal and outsourced call center teams.
This position plays a critical role in supporting AudioNova's transformation initiatives, including CRM enhancements, AI-powered tools, IVR, IVA, omnichannel engagement, and patient experience improvements.
Full Job Posting
Key Responsibilities
- Leadership & Team Management
- Lead and develop the QA and Training teams.
- Foster a culture of accountability, continuous improvement, and employee development.
- Establish performance goals and development plans for team members.
- Manage departmental priorities and resource allocation.
- Partner with Operations, Workforce Management, Analytics, Marketing, IT, and BPO partners.
- Quality Assurance
- Oversee and support the Quality Assurance team.
- Develop and maintain QA scorecards, evaluation processes, and calibration standards.
- Ensure quality reviews are completed consistently and accurately.
- Monitor compliance, patient experience, and operational performance.
- Identify trends and coaching opportunities to improve agent effectiveness.
- Conduct quality reviews with internal and external partners.
- Training & Development
- Oversee and support the Training team.
- Lead onboarding and new hire training programs.
- Develop ongoing training curriculum for agents, team leads, and leaders.
- Maintain knowledge management resources, SOPs, and training materials.
- Partner with stakeholders to support implementation of new systems and processes.
- Ensure consistent training delivery across U.S., Canada, and BPO operations.
- Performance Improvement
- Analyze quality and training results to identify improvement opportunities.
- Partner with Operations Managers and Team Leads on coaching plans.
- Drive initiatives to improve
Qualifications
- Required
- Bachelor's degree or equivalent combination of education and experience.
- 5+ years of call center, contact center, or customer service leadership experience.
- 3+ years leading Quality Assurance, Training, Learning & Development, or Operational Excellence functions.
- Strong experience with coaching, performance management, and employee development.
- Experience developing training curriculum and quality programs.
- Strong analytical and problem-solving skills.
- Excellent communication and presentation skills.
- Advanced Microsoft Office skills, including Excel and PowerPoint.
- Preferred
- Bilingual in Spanish or French is a plus.
- Experience in healthcare, hearing healthcare, patient access, scheduling, or customer care environments.
- Experience supporting outsourced/BPO operations.
- Experience with CRM systems such as Microsoft Dynamics, Salesforce, HubSpot, or similar platforms.
- Experience with workforce management and analytics tools.
- Knowledge of AI, Agent Assist, IVR, IVA, and omnichannel technologies.
- Bilingual (Spanish) is a plus.
- Success Metrics
- Success in this role will be measured through:
- Quality Assurance Scores
- Schedule Rate
- Show-Up Rate
- Conversion Rate
- CSAT
- NPS
- First Contact Resolution (FCR)
- Training Completion Rates
- New Hire Speed to Proficiency
- Coaching Effectiveness
- Employee Engagement
- Compliance Performance
Preferred Qualifications
- Preferred
- Bilingual in Spanish or French is a plus.
- Bilingual (Spanish) is a plus.
About Sonova
Sonova is a Swiss company and global leader in innovative hearing care solutions, including hearing aids, cochlear implants, and wireless communication systems.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Sonova
Audiologist / Hearing Instrument Specialist - Silverdale, WA (Silverdale (WA), United States)
, USA
Audiologist / Hearing Instrument Specialist - Auburn, NY (Auburn (NY), United States)
, USA
Audiologist / Hearing Instrument Specialist - Portage, MI (Portage (MI), United States)
, USA
Client Care Representative | Clinical Administration - Cairns | PT
Cairns, AUS
Sr. Manager, Credit and Collections (Aurora (IL), United States)
, USA
Customer Care Center Team Lead
, USA
Audiologist / Hearing Instrument Specialist - Silverdale, WA (Silverdale (WA), United States)
, USA
Audiologist / Hearing Instrument Specialist - Auburn, NY (Auburn (NY), United States)
, USA
Audiologist / Hearing Instrument Specialist - Portage, MI (Portage (MI), United States)
, USA
Hearing Wellness Advisor- Wood Green
Wood Green, GBR
Client Care Representative | Clinical Administration - Cairns | PT
Cairns, AUS
Industrial Audiometric Technician
Vernon, CAN