Training Coordinator

About the Company:

Impetus Consulting Associates Pvt. Ltd. is a rapidly growing organization providing Virtual Patient Relationship Management (VPRM) services. We bridge the gap between patients and healthcare providers by managing appointment scheduling, doctor queries, and patient assistance via inbound and outbound calls. Our operations are powered by Infinis, an AI-enabled omnichannel PRM (Patient Relationship Management) platform, which enhances our CRM functionalities and optimizes the customer experience.

Job Description:

We are seeking a Quality and Training Executive to lead training initiatives and quality monitoring across our BPO healthcare support teams. The ideal candidate will have a strong background in BPO/KPO operations, experience in healthcare processes, and certified expertise in training and quality systems.

Key Responsibilities:

• Conduct onboarding and process training for new hires as well as ongoing skill development sessions.
• Monitor and improve call quality by auditing calls and sharing structured feedback.
• Use ACA (Auto Call Auditor) – an AI-based tool – for automated quality auditing and delivering data-driven training.
• Maintain and improve quality scores between 90%–95% by continuous monitoring and performance coaching.
• Utilize LMS (Learning Management System) to design, manage, and report training modules and team progress.
• Prepare and maintain detailed training reports, quality score dashboards, and documentation for audits.
• Apply the 7 Quality Tools to identify root causes and implement corrective actions.
• Collaborate with team leaders to close performance gaps and ensure alignment with quality standards.

Required Qualifications:

• Must be 18 years or older.
• Must be Graduate.
• Minimum 1 year of relevant experience in BPO/KPO operations.
• Certified in a recognized Training & Quality program.
• Knowledge of the healthcare industry processes is preferred.
• Strong communication (verbal and written) and interpersonal skills.
• Experience working with LMS platforms.
• Working knowledge of the 7 Quality Tools is essential.
• Strong analytical, organizational, and problem-solving skills.

Job Type: Full-time

Pay: ₹16,000.00 - ₹22,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person