Head Of Quality and Training Team

Job Description

The Head of Quality and Training is responsible for overseeing the quality assurance and training functions within the call center. The role ensures that all customer and patient interactions meet the highest service and compliance standards while supporting continuous improvement in agent performance. This position plays a key role in enhancing patient experience, ensuring healthcare compliance, and developing effective training programs for call center teams.

Key Responsibilities

• Quality Assurance Management
• Develop and implement quality assurance frameworks for call center operations.
• Monitor and evaluate inbound and outbound calls to ensure compliance with company standards and healthcare regulations.
• Design and maintain call evaluation scorecards and quality monitoring processes.
• Identify performance gaps and recommend corrective actions.
• Training & Development
• Design and deliver onboarding and ongoing training programs for call center agents, team leaders, and supervisors.
• Develop training materials related to communication skills, patient interaction, call handling, and healthcare services.
• Conduct refresher training sessions and coaching programs to improve agent performance.
• Performance Monitoring
• Analyze call center performance metrics and quality scores.
• Provide detailed reports and insights to management on quality trends and training needs.
• Collaborate with operations to improve service quality and productivity.
• Compliance & Patient Experience
• Ensure all call center interactions comply with healthcare policies, patient confidentiality standards, and regulatory requirements.
• Improve patient experience through better communication standards and service quality.
• Monitor complaint handling and ensure proper escalation processes.
• Team Leadership
• Lead and manage the Quality Assurance and Training teams.
• Provide coaching and performance management for QA analysts and trainers.
• Promote a culture of continuous improvement and learning.
• Process Improvement
• Identify operational gaps in call handling, scripts, and processes.
• Implement quality improvement initiatives to enhance service delivery.
  
  

Qualifications

• Bachelor’s degree in Healthcare Management, Pharmacy, Medicine, Business Administration, or related field.
• Certification in Quality Assurance, Customer Experience, or Training is a plus.
  
  

Experience

• 7–10 years of experience in call center operations, quality assurance, or training.
• Minimum 3–5 years in a leadership role.
• Experience in healthcare call centers, telemedicine services, clinics, or hospitals is a must.
  
  

Interested candidates can apply on : monica.wassim@coaholding.com