CallHealth
Website:
callhealth.com
Job details:
The Process & Quality Trainer is responsible for designing and delivering training programs that enhance process knowledge, quality standards, and performance outcomes. The role ensures employees are aligned with organizational processes, compliance requirements, and continuous improvement practices.
Key Responsibilities
Training & Facilitation
- Conduct onboarding and refresher training on process workflows and quality standards
- Deliver classroom, virtual, and on-the-job training sessions
- Customize training content based on business requirements
Quality & Process Excellence
- Educate teams on quality frameworks, SOPs, and compliance guidelines
- Work closely with Quality teams to identify performance gaps
- Drive adherence to SLAs, KPIs, and audit standards
Content Development
- Create and update training materials (SOPs, manuals, decks, assessments)
- Develop engaging learning modules (case studies, simulations, quizzes)
- Ensure content reflects latest process updates
Performance Improvement
- Analyze training effectiveness through metrics (TNI, QA scores, feedback)
- Conduct coaching sessions for low performers
- Partner with operations to improve team productivity and accuracy
Stakeholder Collaboration
- Liaise with Operations, Quality, and HR teams
- Support process transitions and new project launches
- Provide insights on training needs and workforce readiness
Key Skills & Competencies
- Strong understanding of process training and quality frameworks
- Excellent presentation and facilitation skills
- Analytical mindset with ability to interpret performance data
- Knowledge of tools like MS Excel, LMS platforms, and QA tools
- Strong communication and stakeholder management skills
Preferred Qualifications
- Graduate in any discipline (Postgraduate preferred)
- Certification in Training / Quality (e.g., Six Sigma, COPC, TTT) is a plus
- Experience in BPO / Healthcare
Click on Apply to know more.