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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Fusion CX does not employ brokers or agencies for recruitment purposes and never requests payment of any kind from job applicants. All legitimate job openings can be accessed directly through our official careers page. Beware of fraudsters claiming to represent Fusion CX and always verify the authenticity of any recruitment communication.



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