Quality Assurance & Training Manager (Contact Centre Trainer)

Role Overview

Quality Assurance & Training Manager (Contact Centre Trainer) at Metabolic Health. This role ensures consistent service quality across Sales and Customer Support teams by defining QA standards, monitoring performance, and building structured training programs within a regulated healthcare environment.

Role Purpose

Bridge process design and on-ground execution to improve customer experience, compliance, and team capability. Embed AI literacy across the contact centre, equipping agents and Team Leads to work effectively alongside AI-assisted tools while continuously evolving training frameworks as technology and clinical protocols develop.

Key Responsibilities

Quality Assurance Framework

• Design and maintain QA scorecards for Sales and Support teams
• Conduct regular audits of calls, chats, and tickets
• Ensure adherence to standard operating procedures, scripts, and service standards
• Incorporate AI-assisted QA tools such as automated call scoring and speech analytics into the audit framework, using AI outputs to prioritize 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 by scheduling quarterly scorecard reviews to reflect changes in clinical protocols, regulatory requirements, and business priorities

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 Customer Experience Manager with trend analysis, root cause summaries, and recommended interventions

Training Program Development

• Design onboarding training for new hires in Sales and 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 such as AI-suggested responses, knowledge base assistants, and automated routing correctly, safely, and in line with clinical guidelines
• Develop a continuous learning calendar with structured monthly or quarterly training cycles tied to QA trends, product or 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 with version-controlled content reviewed and updated on a defined schedule, not ad hoc

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 by upskilling Team Leads to independently deliver structured one-on-one coaching using QA data, reducing dependency on the QA Manager for routine development conversations
• Champion AI upskilling across the team by running regular sessions helping agents understand AI tool outputs, avoid over-reliance, and apply human judgement appropriately in clinical contexts
• Track individual development plans for agents on improvement pathways, with defined milestones and review points

Cross-Functional Alignment

• Collaborate with Customer Experience Manager, Operations, and Medical or 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 with a defined workflow for how clinical or product updates are reviewed, approved, and reflected in QA scorecards and training within an agreed timeframe

Continuous Improvement & Governance

• Own a continuous improvement roadmap for QA and training by setting quarterly goals, tracking progress, and presenting outcomes to senior leadership
• Conduct regular calibration sessions with Team Leads and the Customer Experience Manager to ensure consistent application of QA standards across the floor
• Audit AI tool usage by agents to 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 and use these systematically to update standard operating procedures and training content

Qualifications & Experience

• 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
• Hands-on experience with QA platforms and CRM systems such as Salesforce, Zendesk, Klaus, or MaestroQA or similar
• Demonstrable experience designing and delivering training content including e-learning modules, live sessions, and reference materials
• Working knowledge of data privacy obligations in a healthcare context such as HIPAA, GDPR, or local equivalent

Skills & Competencies

• Strong communication and stakeholder management skills
• Comfortable working with AI-assisted tools and translating their outputs into coaching and training actions
• Healthcare or service-based industry experience preferred
• Experience building QA systems from scratch or scaling training functions
• Exposure to contact center operations or patient or customer journey environments
• Familiarity with AI-powered QA or analytics tools such as Observe.AI, Tethr, Qualtrics, or similar speech or text analytics platforms
• Experience with Learning Management Systems including content authoring, module deployment, and completion tracking
• Instructional design qualification or certification such as CIPD L&D, ATD, or equivalent
• Experience running QA calibration sessions and building inter-rater reliability across assessors

Additional Information

Key Performance Indicators

• QA score (overall interaction quality)
• Training completion rate
• Post-training performance improvement
• Error rate reduction
• Standard operating procedure adherence rate
• Coaching effectiveness score
• Agent improvement in key performance indicators: conversion, resolution, Customer Satisfaction score
• Audit coverage rate
• QA calibration score: inter-rater agreement rate between QA assessors and Team Leads
• AI literacy assessment pass rate: percentage of team meeting defined AI tool proficiency standard
• Training content currency: percentage of modules reviewed or 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: percentage of audited interactions meeting clinical and regulatory standards
• Individual development plan completion rate: percentage of agents on improvement plans meeting their defined milestones