Healthcare AI Training & QA Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Innodata seeks a Training & Quality Lead to enhance HITL staff performance, quality, and readiness for healthcare AI voice agents. You will design onboarding, coaching, and QA programs, align with client workflows, and drive process improvements.

You will collaborate with managers, HITL teammates, and technical teams to close gaps and ensure consistent quality across the operation. Ideal candidates bring 5+ years in training/QA, strong English communication, and experience improving processes

Qualifications

• 5+ years in training, quality assurance, healthcare operations, call center operations, customer service, or related fields.
• Strong spoken and written English communication skills.
• Experience coaching employees and providing performance feedback.
• Strong attention to detail and ability to identify process or quality issues.
• Ability to interpret procedures and translate into clear training instructions.
• Strong judgment when handling patient-facing or healthcare-related situations.
• Comfortable with call recordings, QA scorecards, reports, and operational data.
• Ability to manage multiple healthcare practice workflows simultaneously.
• Strong organizational and documentation skills.

Responsibilities

• Develop and deliver onboarding programs for new HITL team members.
• Conduct training on healthcare call handling, appointment scheduling, patient communication, escalation procedures, and practice workflows.
• Train team members on supporting AI voice agents, including intervention in escalated calls or tasks.
• Create and maintain training materials, SOPs, HR manuals, call-handling guides, knowledge-base content, and workflow documentation.
• Conduct refresher training when workflows, scripts, or systems change.
• Develop role-play exercises and simulation scenarios from real patient interactions.
• Assess trainee readiness before independent production work.
• Maintain training records, assessment results, and development plans.
• Review calls for accuracy, professionalism, empathy, and workflow compliance.
• Monitor scheduling accuracy, patient information handling, transfers, escalations, documentation, and call closure.
• Identify recurring quality issues and coaching opportunities.
• Maintain QA scorecards and quality tracking reports.
• Conduct calibration sessions for QA consistency.
• Provide actionable feedback from audits, and report risks to leadership.
• Conduct one-on-one coaching and create development plans.
• Support performance improvement plans when needed.

Skills

Training experience

QA leadership

Coaching

English communication

Attention to detail

Process improvement

Documentation

Tools

EHR systems

Job description

Innodata seeks a Training & Quality Lead to enhance HITL staff performance, quality, and readiness for healthcare AI voice agents. You will design onboarding, coaching, and QA programs, align with client workflows, and drive process improvements.

You will collaborate with managers, HITL teammates, and technical teams to close gaps and ensure consistent quality across the operation. Ideal candidates bring 5+ years in training/QA, strong English communication, and experience improving processes