Quality Assurance & Training Manager

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 - equipping agents and Team Leads to work effectively alongside AI-assisted tools, and continuously evolving training frameworks as technology and clinical protocols develop.

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

• 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