Sobre

About the Position

• The Training and Quality Assurance Team Lead is a dynamic role that bridges training and quality improvement efforts across our services. This position is instrumental in managing trainers and quality assurance analysts (QAs), driving the quality and effectiveness of the Training and Quality Assurance Department and ensuring alignment with company standards. The incumbent will lead training and quality initiatives, ensuring consistent performance, development, and improvement across operational teams. This role is a people manager role that will mentor Trainers and QAs, overseeing and enhancing their performance.

Responsibilities

• Learning & Development Strategy & Program Management
• Design, develop, and continuously improve training materials and programs aligned with organizational goals, quality standards, and operational needs, incorporating new methodologies and technologies.
• Support and oversee the creation, implementation, and performance of Learning & Development initiatives, ensuring effective execution, adoption, and measurable impact.
• Drive continuous improvement strategies across training and quality programs, ensuring initiatives translate into sustained performance improvements.
• Oversee the improvement of training processes, managing key initiatives and projects while analyzing training effectiveness and outcomes to inform decision-making.
• Support comprehensive evaluation strategies, tracking training and quality metrics and communicating insights, risks, and opportunities to leadership.
• Maintain dashboards and reporting frameworks to support data-driven decision-making, delivering timely monthly and ad-hoc analysis reports.

• Quality Assurance Oversight & Continuous Improvement
• Ensure QA calibration processes are consistently executed across teams, with outcomes reviewed, documented, and acted upon to maintain alignment and scoring consistency.
• Monitor quality performance against defined targets, KPIs, and compliance standards, ensuring gaps are identified and improvement plans are implemented.
• Analyze quality trends and performance data to identify systemic issues and improvement opportunities.
• Ensure continuous improvement strategies are implemented based on calibration outcomes, QA findings, and operational feedback.
• Partner with Operations, Workforce, and Leadership to align quality expectations, coaching priorities, and improvement initiatives.
• Ensure QAs remain up to date on product knowledge, policies, and process changes to maintain assessment accuracy and consistency.

• Team & People Management
• Supervise Quality Analysts, ensuring high standards in coaching quality and consistent completion of all required coaching activities.
• Monitor QA productivity, workload distribution, and phone time to ensure assessment coverage while maintaining quality standards.
• Clearly communicate goals, strategies, and action plans to direct reports, delegating projects aligned with team priorities.
• Foster a collaborative, accountable, and improvement-driven team culture.
• Participate in the assessment, selection, and onboarding of Trainers, QAs, and related roles as required.
• Lead performance management for direct reports, providing ongoing feedback, development planning, and corrective actions when needed.

• Project & Cross-Functional Management
• Act as a liaison between Training, QA, and cross-functional teams to ensure alignment of quality, training, and operational objectives.
• Execute and track action plans defined by the Training and Quality Assurance Manager to support quality and performance goals.
• Partner with cross-functional teams to ensure training and quality initiatives align with broader company objectives.
• Support and oversee projects that enhance training and quality processes, including technology adoption and process optimization.
• Maintain accurate records of training and quality activities, including attendance, assessments, calibration outputs, and program results.

Required Skills and Qualifications

• University degree in a relevant field.
• Excellent communication skills, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred).
• Experience in US healthcare and managing call center operations.
• Strong leadership and team management skills.
• Exceptional project management and organizational skills, with the ability to oversee multiple projects simultaneously, effectively manage time, and provide attention to detail.
• Expertise in training design, adult learning principles, and quality assurance methodologies.
• Experience in data collection, analysis, and reporting.
• Great active listening skills.
• A patient and empathetic attitude.
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in fast-paced environments.
• Excellent troubleshooting skills.
• Proficient in Microsoft Office Suite, Google Suite, Google Sheetsl and statistics knowledge, and familiarity with CRM systems.

Preferred Skills and Qualifications

• Experience in customer service and healthcare industries.
• Experience with Salesforce Health Cloud.
• Skills in R, SQL, Java, or Python for data analysis are desired.
• Knowledge or certification in Lean methodology or Six Sigma.
• Professional certification in training or learning and development.
• Experience with e-learning tools, learning management systems (LMS), and emerging training methodologies.
• The Training and Quality Assurance Supervisor is vital in ensuring quality and training excellence, enabling our team to provide world-class service to our clients and their patients. Join us in our mission to transform healthcare by supporting patients and healthcare providers alike!