Performance Development Training, Quality Assurance Specialist – Healthcare Call Center
Job Description:
• Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email), including role-plays, mock calls, and knowledge checks.
• Deliver live training sessions via Microsoft Teams and support asynchronous learning through job aids, knowledge articles, and micro-learning content.
• Create and maintain training materials (presentations, guides, scripts, checklists) with clear version control in SharePoint.
• Provide structured coaching to improve agent behaviors and outcomes (e.g., empathy, call control, verification, documentation quality, de-escalation).
• Use performance metrics and documented observations to build individualized development plans (IDPs) with defined goals and timelines.
• Lead small-group huddles and refresher trainings based on recurring knowledge gaps and operational needs.
• Document coaching interactions, commitments, and progress in designated systems, maintaining audit-ready records.
• Maintain current SOPs, scripts, and quick-reference resources.
Requirements:
• High school diploma or equivalent required
• 2+ years of experience in training, coaching, performance development, or contact center leadership (healthcare environment preferred)
• Proficiency in Microsoft 365, including Outlook, Teams, and SharePoint.
• Experience using Zendesk (or comparable ticketing system) to manage requests and track work.
• Strong written communication and instructional writing skills (SOPs, job aids, scripts).
• Ability to analyze performance data and translate insights into training and coaching action plans (Excel/Sheets).
• Working knowledge of HIPAA and basic healthcare terminology.
• QA/call scoring experience (calibration, trend analysis, defect reduction) preferred
• Experience with Asana or similar project management tools preferred
• EMR experience (navigation, documentation workflows, end-user support) and/or training staff on EMR processes preferred
• Healthcare patient access, nurse triage support, or medical answering service experience preferred
• Bilingual (English/Spanish) preferred
Benefits:
• Health insurance
• Flexible working hours
• Professional development opportunities
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• Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email), including role-plays, mock calls, and knowledge checks.
• Deliver live training sessions via Microsoft Teams and support asynchronous learning through job aids, knowledge articles, and micro-learning content.
• Create and maintain training materials (presentations, guides, scripts, checklists) with clear version control in SharePoint.
• Provide structured coaching to improve agent behaviors and outcomes (e.g., empathy, call control, verification, documentation quality, de-escalation).
• Use performance metrics and documented observations to build individualized development plans (IDPs) with defined goals and timelines.
• Lead small-group huddles and refresher trainings based on recurring knowledge gaps and operational needs.
• Document coaching interactions, commitments, and progress in designated systems, maintaining audit-ready records.
• Maintain current SOPs, scripts, and quick-reference resources.
Requirements:
• High school diploma or equivalent required
• 2+ years of experience in training, coaching, performance development, or contact center leadership (healthcare environment preferred)
• Proficiency in Microsoft 365, including Outlook, Teams, and SharePoint.
• Experience using Zendesk (or comparable ticketing system) to manage requests and track work.
• Strong written communication and instructional writing skills (SOPs, job aids, scripts).
• Ability to analyze performance data and translate insights into training and coaching action plans (Excel/Sheets).
• Working knowledge of HIPAA and basic healthcare terminology.
• QA/call scoring experience (calibration, trend analysis, defect reduction) preferred
• Experience with Asana or similar project management tools preferred
• EMR experience (navigation, documentation workflows, end-user support) and/or training staff on EMR processes preferred
• Healthcare patient access, nurse triage support, or medical answering service experience preferred
• Bilingual (English/Spanish) preferred
Benefits:
• Health insurance
• Flexible working hours
• Professional development opportunities
Apply tot his job
Apply To this Job