QA & Training Leader

Purpose of the role: 
To ensure consistent and appropriate service quality and client compliance by leading call monitoring, coaching, and targeted training initiatives that improve performance and reduce escalations. 

Role Summary 
The QA & Training Leader is responsible for driving service quality and client compliance through a structured Quality Assurance program and a continuous learning/training strategy. This role partners along with Operations, Workforce, Vendors, and Client Success to ensure interpreters deliver accurate, professional, culturally competent interpretation while following call-handling protocols and regulatory standards. 

Purpose of the Role 

Protect client experience and contractual standards through consistent QA evaluation 

Reduce preventable errors. 

Improve interpreter readiness with targeted training, coaching, and certification. 

Create scalable quality/training processes across internal interpreters and vendors 

Scope 

Lead QA Analysts. 

Works with scorecards, coaching plans, and training content. 

Supports audits, client escalations, and corrective action processes 

Key Responsibilities: 

Own the QA Program: Manage scorecards, sampling, call evaluations, and documentation to ensure consistent quality standards. 

Lead Calibration: Run regular calibration sessions to keep scoring aligned across QA, Training, Operations, and Vendors. 

Drive Coaching & Improvement: Deliver clear feedback, action plans, and follow-ups to reduce repeat issues and strengthen skills. 

Develop & Deliver Training: Create and facilitate onboarding refreshers, micro-trainings, and targeted retraining based on QA trends. 

Handle Escalations & Complaints: Investigate client complaints, provide evidence-based recaps, and coordinate corrective actions. 

Ensure Compliance & Protocol Adherence: Reinforce confidentiality, HIPAA handling, and client-specific call procedures. 

Report Trends & Insights: Produce weekly/monthly quality reports highlighting risks, root causes, and improvement actions. 

Partner Cross-Functionally: Collaborate with Ops/WFM/Vendors to protect service levels while maintaining quality gates. 

Maintain SOPs & Knowledge Base: Keep guides, scripts, best practices, and training materials updated and accessible.