Healthcare AI Training & Quality Lead

Innodata Inc.; Mandaue; On-site; PHP 600,000 - 900,000; Full time

Job summary

Innodata Inc. is seeking a Training & Quality Lead to enhance HITL staff performance for healthcare AI voice agents. You will design onboarding, deliver training on call handling and scheduling, and drive QA, coaching, and process improvements.

The role partners with managers, operations, and tech teams to close performance gaps and ensure high-quality customer interactions. You will maintain training materials, SOPs, and knowledge-base content while supporting new practice onboarding and

Qualifications

• 5+ years experience in training or QA in healthcare, operations, or call centers.
• Strong spoken and written English communication skills.
• Experience coaching employees and giving performance feedback.
• Attention to detail and ability to identify process issues.
• Ability to translate procedures into clear training instructions.
• Judgment in handling patient-facing or healthcare-related situations.
• Comfort with call recordings, QA scorecards, and operational data.
• Ability to manage multiple healthcare practice workflows concurrently.

Responsibilities

• Lead training and onboarding for HITL staff and healthcare practices.
• Perform QA reviews of AI-assisted and HITL-handled calls for quality and compliance.
• Coach employees and develop performance improvement plans.
• Improve training materials, scripts, prompts, and knowledge-base content.
• Support onboarding of new practices and ensure readiness at go-live.
• Maintain training records and QA documentation.
• Identify recurring issues and provide actionable feedback to leadership.
• Monitor quality trends and escalate risks as needed.

Skills

Training program design

Quality assurance

Coaching and feedback

Process improvement

Operational support

English communication

Documentation and reporting

Training records management

Job description

Innodata Inc. is seeking a Training & Quality Lead to enhance HITL staff performance for healthcare AI voice agents. You will design onboarding, deliver training on call handling and scheduling, and drive QA, coaching, and process improvements.

The role partners with managers, operations, and tech teams to close performance gaps and ensure high-quality customer interactions. You will maintain training materials, SOPs, and knowledge-base content while supporting new practice onboarding and