Esri

Performance Development Training, Quality Assurance Specialist – Healthcare Call Center

Esri

full-time

Posted on:

Location Type: Remote

Location: Florida • Ohio • United States

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About the role

  • Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email), including role-plays, mock calls, and knowledge checks.
  • 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 (e.g., empathy, call control, verification, documentation quality, de-escalation).
  • Use performance metrics and documented observations to build individualized development plans (IDPs) with defined goals and timelines.
  • Lead small-group huddles and refresher trainings based on recurring knowledge gaps and operational needs.
  • Document coaching interactions, commitments, and progress in designated systems, maintaining audit-ready records.
  • Maintain current SOPs, scripts, and quick-reference resources.

Requirements

  • High school diploma or equivalent required
  • 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
  • Healthcare patient access, nurse triage support, or medical answering service experience preferred
  • Bilingual (English/Spanish) preferred
Benefits
  • Health insurance
  • Flexible working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
trainingcoachingperformance developmentinstructional writingdata analysisQA/call scoringEMR navigationdocumentation workflowsZendeskMicrosoft 365
Soft Skills
communicationempathycall controlverificationdocumentation qualityde-escalationorganizational skillsleadershipadaptabilityteam collaboration