Quality Assurance & Training Manager (Contact Centre Trainer)

Role Overview

Key Responsibilities

• 1.
• Quality Assurance Framework* Design and maintain QA scorecards for Sales and Support teams
• Conduct regular audits of calls, chats, and tickets
• Ensure adherence to SOPs, scripts, and service standards
• Incorporate 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 scale
• Ensure QA scorecards include healthcare-specific dimensions: clinical accuracy, safeguarding awareness, data privacy adherence, and appropriate signposting
• Establish a continuous review cycle - schedule quarterly scorecard reviews to reflect changes in clinical protocols, regulatory requirements, and business priorities
• 2.
• Performance Evaluation* Track and analyze quality trends across teams and agents
• Identify recurring errors, gaps, and process breakdowns
• Provide structured feedback to Team Leads and management
• Use AI-powered analytics and dashboards to monitor performance in real time, identify at-risk agents early, and track improvement trajectories over time
• Produce monthly QA insight reports for the CX Manager with trend analysis, root cause summaries, and recommended interventions
• 3.
• Training Program Development* Design onboarding training for new hires (Sales & Support)
• Develop ongoing training modules based on QA insights
• Standardize scripts, communication guidelines, and workflows
• Build 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 guidelines
• Develop a continuous learning calendar - structured monthly or quarterly training cycles tied to QA trends, product/protocol updates, and regulatory changes
• Include mandatory modules on healthcare compliance: patient data handling, safeguarding, clinical escalation pathways, and confidentiality obligations
• Maintain a living training library - version-controlled content that is reviewed and updated on a defined schedule, not ad hoc
• 4.
• Coaching & Capability Building* Support Team Leads in coaching underperforming agents
• Conduct targeted refresher training sessions
• Improve agent communication, accuracy, and process adherence
• Develop 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 conversations
• Champion AI upskilling across the team - run regular sessions helping agents understand AI tool outputs, avoid over-reliance, and apply human judgement appropriately in clinical contexts
• Track individual development plans (IDPs) for agents on improvement pathways, with defined milestones and review points
• 5.
• Cross-Functional Alignment* Collaborate with CX Manager, Ops, and Medical/Product teams
• Ensure training content reflects updated protocols and policies
• Align QA standards with business and customer experience goals
• Partner with technology and product teams to stay current on AI tool developments - translating new features into updated training content promptly
• Establish 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 timeframe
• 6.
• Continuous improvement & governance* Own a continuous improvement roadmap for QA and training - setting quarterly goals, tracking progress, and presenting outcomes to senior leadership
• Conduct regular calibration sessions with Team Leads and the CX Manager to ensure consistent application of QA standards across the floor
• Audit AI tool usage by agents - ensure tools are being used as intended, flag misuse or over-reliance, and feed findings into training updates
• Maintain a lessons-learned log from escalations and complaints - use these systematically to update SOPs and training content

Requirements

• Minimum 3+ years of experience in QA, Training, or Customer Operations
• Experience in Sales and/or Customer Support environments
• Strong understanding of QA frameworks, coaching methods, and adult learning principles
• Ability to analyze performance data and translate into training improvements
• Strong communication and stakeholder management skills
• Hands-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 materials
• Comfortable 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 Qualifications

• Healthcare or service-based industry experience preferred
• Experience building QA systems from scratch or scaling training functions
• Exposure to contact center operations or patient/customer journey environments
• Familiarity 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 tracking
• Instructional design qualification or certification (e.g. CIPD L&D, ATD, or equivalent)
• Experience running QA calibration sessions and building inter-rater reliability across assessors
• Key KPIs* QA score (overall interaction quality)
• Training completion rate
• Post-training performance improvement
• Error rate reduction
• SOP adherence rate
• Coaching effectiveness score
• Agent improvement in KPIs (conversion, resolution, CSAT)
• Audit coverage rate
• QA calibration score inter-rater agreement rate between QA assessors and Team Leads
• AI literacy assessment pass rate % of team meeting defined AI tool proficiency standard
• Training content currency % of modules reviewed/updated within the defined review window
• Time-to-competency for new hires average time from start date to meeting QA threshold
• Healthcare compliance audit pass rate % of audited interactions meeting clinical and regulatory standards
• IDP completion rate % of agents on improvement plans meeting their defined milestones