Quality Assurance & Training Manager (Contact Centre Trainer)

Role Overview

The Quality Assurance & Training Manager is responsible for ensuring consistent service quality across Sales and Customer Support teams by defining QA standards, monitoring performance, and building structured training programs. This role bridges the gap between process design and on-ground execution to improve customer experience, compliance, and team capability. Operating within a regulated healthcare environment, the role is also responsible for embedding AI literacy across the contact centre - equipping agents and Team Leads to work effectively alongside AI-assisted tools, and continuously evolving training frameworks as technology and clinical protocols develop.

Key Responsibilities

1. Quality Assurance Framework

• Design and maintain QA scorecards for Sales and Support teams
• Conduct regular audits of calls, chats, and tickets
• Ensure adherence to SOPs, scripts, and service standards
• Incorpo...