Performance Development Training – Quality Assurance Specialist, Healthcare Call Center

Job Description:

• The Performance Development & Training Specialist designs, delivers, and reinforces training and performance development for frontline teams in a remote healthcare call center.
• Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email).
• 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.

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:

• Equal Employment Opportunity Employer
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions