Quality Assurance & Training Manager

Responsibilities

• Design and maintain QA scorecards for Sales and Support teams, ensuring adherence to SOPs and service standards.
• Conduct regular audits of calls, chats, and tickets, incorporating AI-assisted QA tools to identify patterns at scale.
• Track and analyze quality trends to provide structured feedback and monthly insight reports to management.
• Develop onboarding and ongoing training modules, including an AI literacy curriculum and healthcare compliance training.
• Support Team Leads in coaching underperforming agents and upskilling them to deliver structured 1:1 coaching.
• Collaborate with CX, Ops, and Medical teams to ensure training content reflects updated clinical protocols and policies.
• Own a continuous improvement roadmap for QA and training, including regular calibration sessions.

Requirements

• Minimum 3+ years of experience in QA, Training, or Customer Operations.
• Proven experience working within Sales and/or Customer Support environments.
• Strong understanding of QA frameworks, coaching methods, and adult learning principles.
• Hands-on experience with QA platforms and CRM systems (e.g., Salesforce, Zendesk, Klaus, or MaestroQA).
• Demonstrable experience designing and delivering training content, including e-learning and live sessions.
• Proficiency in using AI-assisted tools and translating their outputs into actionable coaching.
• Working knowledge of healthcare data privacy obligations (e.g., HIPAA, GDPR).

Preferred Qualifications

• Experience in the healthcare or service-based industry.
• Experience building QA systems from scratch or scaling training functions.
• Familiarity with AI-powered analytics or speech/text analytics platforms (e.g., Observe.AI, Tethr).
• Experience with Learning Management Systems (LMS) and instructional design.
• Certification in Learning & Development (e.g., CIPD, ATD).

About the Company

metabolic is a healthcare company focused on improving metabolic health through technology and clinical excellence. We operate in a regulated environment, bridging the gap between advanced technology and personalized patient care.