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
Preferred Qualifications
Key KPIs
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