Training And Quality Manager

 Key Responsibilities:

Health Helpline & Call Center Quality

• Monitor Health Helpline call quality, ensuring correct call opening, information capture, triage, and closure standards.
• Audit call recordings to validate protocol adherence, questioning accuracy, and case classification.
• Ensure triage accuracy and escalation decisions, validating appropriate ALS vs BLS deployment.
• Track call handling KPIs, quality scores, and turnaround metrics, publishing periodic dashboards for leadership.
• Audit CRM and call documentation to ensure accuracy, completeness, and traceability.

Non-Conformance, RCA & CAPA

• Identify quality deviations across helpline and field operations and log non-conformities with evidence.
• Lead root cause analysis (RCA) for complaints, incidents, delayed responses, wrong dispatches, and service failures.
• Drive Corrective and Preventive Action (CAPA) closure with defined accountability, timelines, and re-audit validation.
• Ensure sustained improvement through follow-up audits and performance tracking.

Training, SOPs & Continuous Improvement

• Partner with Training and Operations teams to close skill gaps through targeted refreshers, coaching, and certifications.
• Ensure consistent implementation of SOPs across shifts, locations, and service partners.
• Lead quality improvement initiatives aligned with patient safety, service reliability, and operational efficiency.

Reporting

• Maintain quality MIS, dashboards, audit calendars, and documentation repositories.
• Act as the custodian of the organization’s quality governance framework.