Assistant Manager – Quality & Training

Do you have strong communication skills and an eye for detail? Are you good at explaining complex concepts and have a natural flair for teaching? We seek an Assistant Manager for Quality & Training to join our organization with these qualities to enhance the performance of the customer service associate and the overall process. The ideal candidate will have a strong understanding of the Healthcare & Insurance domains and will play a pivotal role in ensuring the quality and efficiency of our operations. If you are passionate and want to build a rewarding career in customer service, apply now and see your career rise to a new high!

Job Description

  • Provide coaching and feedback to new and existing staff, utilizing proven improvement methodologies.
  • Maintain a comprehensive understanding of the program and compliance requirements for all assigned programs.
  • Conducted end-to-end governance and reported findings on the client-specific QA Score Card, clearly explaining conclusions.
  • Generate weekly and monthly summary reports detailing monitoring activity for each program and communicate these to Client Services.
  • Ensure each agent per program is monitored at least once monthly, following quality assurance personnel checklists.
  • Participate in weekly calibration calls for each assigned program.
  • Deliver Quality Assurance reviews and feedback to team members, facilitating their professional growth and development.
  • Collaborate effectively with peers and other personnel to positively impact joint activities, projects, or events.
  • Act as a site-level leader as needed, liaising with client training organizations and providing onsite presence when necessary.
  • Work collaboratively with other support teams within the client and Fusion BPO Services, Inc. to ensure strong product knowledge among all healthcare projects.
  • Demonstrate a commitment to attentiveness, persistence, and flexibility while safeguarding the integrity and purpose of our organization.
  • Manage multiple processes and ensure timely delivery, demonstrating an understanding of staffing, process efficiencies, and goal achievement in the contact center environment.
  • Maintain robust risk and compliance practices to ensure adherence to regulatory requirements.

Job Requirements

  • Proven experience in Healthcare & Insurance domains.
  • Strong coaching and feedback skills, with a track record of implementing improvement methodologies.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with team members and stakeholders.
  • Ability to adapt to changing company and client requirements, demonstrating flexibility and resilience.
  • She demonstrated leadership capabilities, with experience managing multiple processes and ensuring timely delivery.
  • Sound understanding of staffing, process efficiencies, and goal achievement in a contact center environment.
  • Strong commitment to risk and compliance practices, ensuring adherence to regulatory requirements.

Why Join Fusion CX:

Fusion CX offers a dynamic and inclusive work environment where your contributions are valued and recognized. As an Assistant Manager for Quality & Training, you will have the opportunity to play a pivotal role in shaping the quality and efficiency of our operations in the Healthcare & Insurance domains. With opportunities for professional growth, competitive benefits, and a supportive team environment, Fusion CX is the perfect place to advance your career in Quality & Training. Join us and be part of a team committed to excellence in customer service and operational performance.

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