Quality Assurance & Training Manager

Responsibilities

• Design and maintain QA scorecards for Sales and Support teams
• Conduct regular audits of calls, chats, and tickets
• Incorporate AI-assisted QA tools into the audit framework
• Track and analyze quality trends and provide structured feedback to management
• Design onboarding and ongoing training modules based on QA insights
• Build and maintain an AI literacy curriculum for agents
• Support Team Leads in coaching underperforming agents
• Collaborate with CX, Ops, and Medical teams to ensure training reflects updated protocols
• Own a continuous improvement roadmap for QA and training

Requirements

• Minimum 3+ years of experience in QA, Training, or Customer Operations
• Experience in Sales and/or Customer Support environments
• Strong understanding of QA frameworks and adult learning principles
• Ability to analyze performance data and translate it into training improvements
• Hands-on experience with QA platforms and CRM systems (e.g., Salesforce, Zendesk)
• Experience designing and delivering training content
• Comfortable working with AI-assisted tools
• Working knowledge of healthcare data privacy obligations (HIPAA, GDPR, or local equivalent)

Preferred Qualifications

• Healthcare or service-based industry experience
• Experience building QA systems from scratch or scaling training functions
• Familiarity with AI-powered QA or analytics tools
• Experience with Learning Management Systems (LMS)
• Instructional design qualification or certification

About the Company

Metabolic operates within a regulated healthcare environment, focusing on improving customer experience and clinical accuracy through structured service standards and AI-assisted tools.