Director of Training & Quality - Contact Center

The Director of Training & Quality will be responsible for developing and implementing training programs, quality assurance processes, and performance improvement strategies within the contact center. This role will focus on optimizing agent effectiveness, improving patient experience, and ensuring compliance with industry’s best practices. The ideal candidate will bring expertise in contact center operations, coaching, and continuous quality improvement.

Key Responsibilities

Training & Development

• Design and implement onboarding, training, and continuing education programs for contact center agents.
• Develop role-specific training for patient scheduling, lead conversion, and customer service excellence.
• Leverage e-learning, call simulations, and real-time coaching to improve agent proficiency.
• Stay ahead of industry trends, integrating new tools and methodologies to enhance training effectiveness.
  
  

Quality Assurance & Performance Management

• Develop and maintain quality assurance (QA) programs to assess and improve call handling, accuracy, and patient engagement.
• Implement call monitoring, scorecards, and feedback mechanisms to enhance performance.
• Establish KPIs and service level standards to measure and track call center effectiveness.
• Conduct regular audits and calibrations to ensure consistency in call quality evaluations.
  
  

Process Optimization & Patient Experience

• Identify gaps in patient interactions and develop solutions to improve conversion rates and satisfaction.
• Standardize call scripts, workflows, and best practices to enhance efficiency and reduce call handling time.
• Work with marketing and operations teams to align contact center messaging with overall patient engagement strategies.
• Implement strategies to reduce call hold rates and improve first-call resolution.
  
  

Technology & Innovation

• Partner with IT to optimize call center technologies, including CRM, call routing, and speech analytics.
• Evaluate and introduce AI-driven solutions to enhance training and quality monitoring.
• Monitor emerging trends in contact center operations and recommend innovations to improve efficiency.
  
  

Cross-Functional Collaboration

• Work closely with recruiting teams to ensure hiring profiles align with performance expectations.
• Partner with clinical and operational leaders to ensure accurate scheduling and appointment-setting protocols.
  
  

Leadership & Team Development

• Lead and mentor a team of trainers, quality assurance specialists, and supervisors.
• Foster a culture of continuous learning, professional growth, and high performance.
• Drive engagement and motivation among contact center employees through coaching and recognition programs.
  
  

Requirements

Qualifications & Skills

• Bachelor’s degree in business, Communications, Healthcare Administration, or related field (Master’s preferred).
• 7 years of experience in contact center training, quality assurance, or operations leadership.
• Strong knowledge of call center metrics, QA frameworks, and workforce optimization.
• Experience in healthcare, patient scheduling, or lead conversion contact centers is a plus.
• Proficiency in call center technologies, CRM platforms, and quality monitoring tools.
• Exceptional leadership, coaching, and team development skills.
• Data-driven mindset with experience using analytics to improve performance.
• Strong communication and problem-solving abilities.
  
  

Why Join Us?

• Opportunity to lead high-impact initiatives in a growing healthcare organization.
• Collaborative and innovative work environment.
• Professional development and career growth opportunities.
  
  

Benefits

• Medical
• Dental
• Vison
• PTO
• 401k & Match
  
  

Apply Today!

If you’re passionate about training, quality, and optimizing contact center performance, we’d love to hear from you!