Quality Assurance & Training Manager (Contact Centre Trainer)
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Key skills for this role
About the Role
METABOLIC seeks a Quality Assurance & Training Manager to ensure consistent service quality across Sales and Customer Support teams in a regulated healthcare environment. The role involves designing QA frameworks, conducting audits, developing training programs, and embedding AI literacy.
Key Skills for This Role
Responsibilities
- 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 into the audit framework
- Track and analyze quality trends across teams and agents
- Provide structured feedback to Team Leads and management
- Design onboarding training for new hires (Sales & Support)
- Develop ongoing training modules based on QA insights
- Build and maintain an AI literacy curriculum
- Support Team Leads in coaching underperforming agents
- Collaborate with CX Manager, Ops, and Medical/Product teams
- Own a continuous improvement roadmap for QA and training
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)
Full Job Posting
Role Overview
- The 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.
Key Responsibilities
- 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.
- Ensure QA scorecards include healthcare specific dimensions: clinical accuracy, safeguarding awareness, data privacy adherence, and appropriate signposting.
- Establish a continuous review cycle with quarterly scorecard reviews.
- 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.
- Produce monthly QA insight reports for the CX Manager.
- Design onboarding training for new hires (Sales & Support).
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.
- Training content currency % of modules reviewed/updated within the defined review window.
- Time to competency for new hires.
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