Job Description

Job Description

Job Description

Quality Assurance and Training Manager

Role and Responsibilities

The Quality Assurance (QA) and Training Manager is responsible for overseeing the development, organization, and maintenance of training and reference materials, as well as managing all aspects of Liviniti’s formal training and quality assurance programs. This includes supporting both new hire onboarding and ongoing employee development to ensure continuous learning and performance improvement. The Manager will deliver, assess, and refine training effectiveness using team performance data, observation, and other evaluation methodologies.

This role is integral to Liviniti’s commitment to delivering exceptional customer service and has direct leadership over both the training and QA teams. The Manager is expected to ensure that customer service agents consistently provide efficient, accurate, and empathetic support while adhering to company policies and procedures, contributing directly to the organization’s success and reputation.

Collaboration with the Director of Contact Center Operations, Contact Center Manager, and Supervisor team is essential to evaluate training outcomes, identify performance trends, and recommend or implement process improvements. Additionally, the QA and Training Manager is responsible for documenting call quality results, analyzing trends, and sharing feedback with frontline leaders. The role also includes observing and coaching QA and training staff to support their ongoing development and effectiveness.

• Lead and support training staff to ensure all programs align with company values and strategic goals.
• Observe training sessions to assess facilitation quality, audience engagement, and classroom management.
• Evaluate training effectiveness using assessments, feedback, and focus groups; provide coaching based on findings.
• Maintain up-to-date training and reference materials; ensure content is relevant and reinforces key concepts.
• Partner with operational leaders to identify performance gaps, call trends, and root causes of escalations; update training and reference tools accordingly.
• Oversee the design, delivery, and improvement of training programs, including onboarding, leadership development, continuous education, and performance improvement.
• Define and enforce training milestones tied to speed-to-proficiency targets; track trainee progress from day 1 through day 90.
• Establish and manage mentor and nesting programs, including guidelines and performance metrics.
• Foster a positive and growth-focused training environment that supports team success.
• Ensure trainers track and report trainee performance data (e.g., attendance, engagement, assessment scores, attrition) to relevant stakeholders.
• Develop and manage a documented process for transitioning trainees from training to operations.
• Supervise Quality Analyst(s), ensuring monitoring goals are met and coaching feedback is timely and effective.
• Generate and distribute QA trend reports to highlight areas needing additional training or coaching.
• Align quality improvement plans with supervisors to maintain consistency in coaching and development.
• Design and facilitate call calibration sessions; ensure consistent scoring and active participation.
• Promote a culture of quality through recognition programs, gamification, and team engagement activities.
• Maintain a library of call recordings for use in training and calibration.
• Conduct time studies and provide performance data to IT and leadership to support efficiency improvements.
• Audit call evaluations for accuracy and track QA analyst productivity.
• Analyze performance trends by class, team, or location and collaborate with operations on targeted action plans.
• Review and summarize escalated or reviewed calls to identify service gaps or coaching needs.
• Comply with all HIPAA regulations regarding the protection of health information (PHI).
• Report any suspected HIPAA violations to the Compliance Officer or HR immediately.
• Complete all required HIPAA training and demonstrate ongoing compliance.
• Adapt to evolving business needs; duties and responsibilities may change without notice.

Required Skills and Competencies

• Strong leadership and coaching skills
• Excellent written and verbal communication
• Critical thinking and root cause analysis
• Proficient in Microsoft Word, Excel, and PowerPoint
• Strong time management and organizational skills
• Ability to analyze performance data and trends
• Customer-centric mindset with commitment to quality service

 

Supervisory Responsibility

Possess or obtain the leadership skills to fill in for a supervisor if necessary.

Possess the business acumen to identify where needed most and assist. 

 

Position Type and Expected Hours of Work

This is a full-time exempt position. Days and hours of work are Monday through Friday; nine hours between 7:00 a.m. to 7:00 p.m., with occasional after-hours or weekend duties. As the company expands, hours of operation may change, causing changes in Manager hours.

 

Travel

Occasional travel expected for this position.

 

Required Education and Experience

• Bachelor’s Degree or equivalent business/healthcare experience
• 5+ years of customer service experience
• 5+ years in a leadership capacity
• 3+ years of training experience and/or 2+ years in quality assurance

Preferred Education and Experience

• PBM Contact Center Operations experience in various roles.
• Experience in Health Care 
• Experience in Instructional Design

Liviniti, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Liviniti, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Liviniti, LLC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Liviniti, LLC employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/D/V

 

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Job Tags

Full time, Traineeship, Local area, Immediate start, Monday to Friday,

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