The Performance Development & Training Specialist designs, delivers, and reinforces training and performance development for frontline teams in a remote healthcare call center.
Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email).
Deliver live training sessions via Microsoft Teams and support asynchronous learning through job aids, knowledge articles, and micro-learning content.
Create and maintain training materials (presentations, guides, scripts, checklists) with clear version control in SharePoint.
Provide structured coaching to improve agent behaviors and outcomes.

High school diploma or equivalent required; Associate’s or Bachelor’s degree in education, communications, business, healthcare administration, or related field preferred.
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.
QA/call scoring experience (calibration, trend analysis, defect reduction) preferred.
Experience with Asana or similar project management tools preferred.
EMR experience (navigation, documentation workflows, end-user support) and/or training staff on EMR processes preferred.
Bilingual (English/Spanish) preferred.

Equal Employment Opportunity Employer
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Performance Development Training – Quality Assurance Specialist, Healthcare Call Center

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