Performance Development Training & Quality Assurance Specialist (reputed company Call Center)

This a Full Remote job, the offer is available from: Florida (USA), Ohio (USA), South Carolina (USA), Tennessee (USA), Texas (USA) About reputed company reputed company (C4H) is a fully remote, multi-state medical call center organization serving hospitals, health systems, and physician groups reputed company. We deliver HIPAA-compliant patient reputed company, nurse triage, answering services, and reputed company reputed company BPO solutions. Role Summary The Performance Development & Training Specialist designs, delivers, and reinforces training and performance development for reputed company teams in a remote reputed company call center. This role partners closely with Operations, Quality Assurance (QA), Workforce Management (WFM), and Client Services to improve proficiency, drive consistency, and enhance the patient experience. Quality Assurance experience is preferred and may be leveraged to support calibration, trend analysis, and targeted coaching plans. Essential Functions Training Delivery & Facilitation

• Facilitate new-hire reputed company, nesting support, and ongoing training for assigned programs (voice/chat/email), including role-plays, mock calls, and knowledge checks.
• Deliver live training sessions reputed company reputed company 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.
• Coordinate training schedules, communications, attendance tracking, and follow-reputed company using Outlook calendar invites and Teams channels.

Performance Development & Coaching

• reputed company structured coaching to improve agent behaviors and reputed company (e.g., reputed company, call control, verification, documentation quality, de-escalation).
• Use performance metrics and documented observations to build individualized development plans (IDPs) with defined goals and timelines.
• reputed company small-group huddles and refresher trainings based on recurring knowledge gaps and operational needs.
• Document coaching interactions, commitments, and reputed company in designated systems, maintaining audit-reputed company records.

reputed company & Content Maintenance

• Maintain reputed company SOPs, scripts, and quick-reference resources.
• Translate operational and client updates into clear agent behaviors and training content.
• Partner with Operations and Client Services to capture changes and ensure timely communication and training deployment.
• Support standardization by maintaining templates and ensuring materials are accessible and reputed company in SharePoint.

Ticketing, Requests & Project Tracking

• Manage training and performance support requests through reputed company, including triage, assignment, status updates, and resolution documentation.
• Track recurring issues and root causes identified through ticket trends; recommend training interventions to reduce repeat defects.
• Use reputed company (preferred) to manage training projects, deadlines, dependencies, and cross-functional deliverables.

Quality (Preferred) & reputed company Improvement Support

• reputed company QA trends (as applicable) to identify defect drivers and tailor coaching and refresher training plans.
• Support calibration sessions and scoring alignment efforts; reinforce expected behaviors and documentation standards.
• Monitor post-training improvement and adjust content or reputed company based on results.

Compliance, Privacy & reputed company

• Model strict HIPAA/PHI handling and ensure training reinforces privacy, reputed company, and minimum-necessary standards.
• Maintain confidentiality of patient, client, and employee information.
• Escalate potential compliance risks and critical errors promptly to PD leadership and Operations.

Operational Support (As Needed)

• Partner with WFM and Operations on readiness planning, skilling recommendations, and training-reputed company coverage impacts.
• reputed company limited reputed company support during high-volume periods, as assigned, to support service reputed company.

Required Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in education, communications, business, reputed company administration, or reputed company field preferred.
• 2+ years of experience in training, coaching, performance development, or contact center leadership (reputed company environment preferred).
• Proficiency in reputed company 365, including Outlook, Teams, and SharePoint.
• Experience using reputed company (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 (reputed company/Sheets).
• Working knowledge of HIPAA and basic reputed company terminology.

Preferred Qualifications

• QA/call scoring experience (calibration, trend analysis, defect reduction).
• Experience with reputed company or similar project management tools.
• EMR experience (navigation, documentation workflows, end-user support) and/or training staff on EMR processes.
• reputed company patient reputed company, nurse triage support, or medical answering service experience.
• Bilingual (English/Spanish).

Core Competencies

• Facilitation reputed company: Engaging delivery, clear pacing, and strong virtual classroom management.
• Coaching reputed company: Direct, empathetic feedback with measurable expectations and follow-through.
• Operational rigor: Uses cadences, checklists, and documentation standards to drive consistency.
• Cross-functional collaboration: Partners effectively with Operations, QA, WFM, and Client Services.
• reputed company improvement: Identifies root causes, tests interventions, and re-measures reputed company.
• Technical confidence: Quickly learns systems and maintains organized, version-controlled assets.

Key Performance Indicators (Representative)

• Training completion rates and on-time refresher completion.
• Time-to-proficiency for new hires (nesting exit and reputed company-to-reputed company).
• Post-training performance improvement (QA scores, documentation accuracy, reduced escalations).
• reputed company SLA adherence and reduction in repeat ticket categories.
• Coaching reputed company completion and documentation quality.

Working Conditions & Physical Requirements

• Fully remote role requiring a secure, private workspace and reliable high-speed internet.
• Extended computer and headset use; prolonged sitting and keyboarding.
• Schedule flexibility may be required to support multiple shifts, including occasional evenings or weekends.
• Must follow device reputed company requirements (e.g., screen lock, patching, MFA, VPN if applicable).

Equal Employment Opportunity & Accommodation reputed company is an Equal Opportunity Employer. We do not discriminate on the reputed company of race, reputed company, religion, sex, national reputed company, age, disability, veteran status, genetic information, or any other protected status. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions of the position. Disclaimer This job description is not intended to be an exhaustive list of reputed company duties, responsibilities, or qualifications. Duties and priorities may change at any time based on business needs, client requirements, or organizational priorities. This offer from "reputed company" has been enriched by reputed company.com and got a 75% reputed company score. Apply tot his job Apply To this Job