Quality Assurance & Training Manager (Contact Centre Trainer)

About the role

The Quality Assurance & Training Manager ensures consistent service quality for Sales and Customer Support teams within a regulated healthcare contact centre. The role designs QA standards, monitors performance, and builds structured training programs while embedding AI literacy across the team.

Key responsibilities

• Design and maintain QA scorecards for Sales and Support, incorporating healthcare‑specific dimensions such as clinical accuracy, safeguarding, and data privacy.
• Conduct regular audits of calls, chats, and tickets, using AI‑assisted tools (automated scoring, speech analytics) to prioritize reviews and surface patterns.
• Track and analyse quality trends, provide feedback to Team Leads, and produce monthly insight reports with root‑cause analysis.
• Develop onboarding and ongoing training modules based on QA insights, standardising scripts, communication guidelines, and workflows.
• Create and maintain an AI literacy curriculum, covering safe use of AI‑suggested responses, knowledge‑base assistants, and automated routing.
• Maintain a version‑controlled training library and a continuous learning calendar tied to regulatory and product updates.
• Coach Team Leads to independently deliver 1:1 coaching and support under‑performing agents.

Required profile

• Proven experience in quality assurance and training within a contact‑centre environment.
• Familiarity with healthcare regulations, clinical accuracy standards, and data‑privacy requirements.
• Ability to work with AI‑assisted QA tools and analytics platforms.
• Strong analytical mindset to identify trends, root causes, and improvement opportunities.

Required skills