Performance Development Training & Quality Assurance Specialist (Healthcare Call Center)
Remote · US or US
US or USRemoteFull TimeMid LevelHigh School Or EquivalentUnknown
Type
Full Time
Level
Mid Level
Education
High School Or Equivalent
Company size
Unknown
Job Summary
The Performance Development & Training Specialist is responsible for designing, delivering, and reinforcing training for frontline teams in a healthcare call center. Key responsibilities include delivering live training sessions, creating training materials, providing structured coaching, and supporting compliance and performance monitoring. The role requires strong communication skills, experience with training and performance development, and proficiency in Microsoft 365 and Zendesk.
Required Qualifications
- High school diploma or equivalent required
- 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
Desired Qualifications
- QA/call scoring experience (calibration, trend analysis, defect reduction)
- Experience with Asana or similar project management tools
- EMR experience (navigation, documentation workflows, end-user support) and/or training staff on EMR processes
- Healthcare patient access, nurse triage support, or medical answering service experience
- Bilingual (English/Spanish)
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