Performance Development Training & Quality Assurance Specialist, Healthcare Call Center

Role Overview

• 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.
• Coordinate training schedules, communications, attendance tracking, and follow-ups using Outlook calendar invites and Teams channels.
• 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.
• Translate operational and client updates into clear agent behaviors and training content.
• Partner with Operations and Client Services to capture changes and ensure timely communication and training deployment.
• Support standardization by maintaining templates and ensuring materials are accessible and current in SharePoint.
• Manage training and performance support requests through Zendesk, including triage, assignment, status updates, and resolution documentation.
• Track recurring issues and root causes identified through ticket trends; recommend training interventions to reduce repeat defects.
• Use Asana (preferred) to manage training projects, deadlines, dependencies, and cross-functional deliverables.
• Leverage QA trends (as applicable) to identify defect drivers and tailor coaching and refresher training plans.
• Monitor post-training improvement and adjust content or cadence based on results.
• Model strict HIPAA/PHI handling and ensure training reinforces privacy, security, and minimum-necessary standards.
• Maintain confidentiality of patient, client, and employee information.
• Escalate potential compliance risks and critical errors promptly to PD leadership and Operations.
• Partner with WFM and Operations on readiness planning, skilling recommendations, and training-related coverage impacts.
• Provide limited frontline support during high-volume periods, as assigned, to support service levels.

Requirements

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in education, communications, business, healthcare administration, or related field preferred.
• 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.
• Bilingual (English/Spanish) preferred.

Benefits

• Competitive salary
• Health insurance
• Paid time off
• Flexible working hours
• Professional development opportunities