Training & Quality Lead (Healthcare AI Operations)

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

ABOUT THE ROLE

As Training & Quality Lead, you will be responsible for improving the performance, consistency, and readiness of Human-in-the-Loop (HITL) staff supporting healthcare AI voice agents. This role combines training, quality assurance, coaching, process improvement, and operational support. The Trainer / Quality Lead ensures that HITL staff understand client workflows, healthcare scheduling requirements, escalation procedures, call-handling standards, and internal quality expectations.

The role works closely with Practice/Customer Success Managers, HITL team members, operations leadership, and technical teams to identify performance gaps, improve training materials, strengthen call quality, and support successful onboarding of new staff and healthcare practices.

WHAT YOU OWN

Training and Onboarding

• Develop and deliver onboarding programs for new HITL team members.
• Conduct training on healthcare call handling, appointment scheduling, patient communication, escalation procedures, and practice-specific workflows.
• Train team members on supporting AI voice agents, including when and how to intervene 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, client requirements, scripts, or systems change.
• Develop role-play exercises and simulation scenarios based on real patient and healthcare-provider interactions.
• Assess trainee readiness before independent production work.
• Maintain training records, assessment results, and development plans.

Quality Assurance

• Review and audit AI-assisted and HITL-handled calls for accuracy, professionalism, empathy, workflow compliance, and appropriate call resolution.
• Evaluate scheduling accuracy, patient information handling, transfer decisions, escalations, documentation, and call closure.
• Monitor adherence to practice-specific scheduling rules, provider requirements, insurance guidelines, and escalation protocols.
• Identify recurring quality issues, knowledge gaps, process failures, and coaching opportunities.
• Maintain QA scorecards and quality tracking reports.
• Conduct calibration sessions to ensure consistent quality standards across reviewers and team members.
• Provide actionable feedback based on audit findings.
• Track quality trends and report significant risks or recurring issues to leadership.

Coaching and Performance Development

• Conduct one-on-one coaching sessions with HITL staff.
• Create coaching plans for team members who require additional support.
• Recognize patterns affecting call quality, productivity, judgment, communication, or workflow compliance.
• Provide practical feedback and follow-up coaching to confirm improvement.
• Work with team leads and managers on performance improvement plans when required.
• Support high-performing team members in developing advanced skills.

Process and Documentation Improvement

• Review existing call workflows and identify opportunities to improve efficiency, consistency, and patient experience.
• Recommend updates to scripts, prompts, decision trees, escalation rules, and knowledge-base content.
• Help translate practice requirements into clear operational instructions for HITL staff and AI agents.
• Maintain version control and accuracy of training and QA documentation.
• Participate in testing and validation of new AI workflows, client configurations, and process changes.
• Support regression testing after workflow or script updates.

New Practice and Workflow Support

• Assist with onboarding new healthcare practices.
• Learn practice-specific providers, locations, appointment types, scheduling requirements, call-routing rules, and escalation procedures.
• Participate in scenario testing before go-live.
• Help identify issues during testing and recommend training or workflow changes.
• Support enhanced QA during the early-live period after a new practice launches.
• Update training materials based on live-call findings and practice feedback.

Operational Support

• Serve as a subject-matter resource for HITL staff during complex or unusual cases.
• Assist with call escalations when additional judgment or coaching support is needed.
• Coordinate with Practice/Customer Success Managers regarding recurring staff or workflow issues.
• Communicate quality risks and urgent operational concerns promptly.
• Support team coverage during critical operational periods when required.

Quality Areas to Monitor

• Call opening and identification
• Professionalism and tone
• Active listening
• Empathy and patient communication
• Accuracy of information provided
• Appointment scheduling accuracy
• Provider and location selection
• Patient information collection
• Insurance workflow compliance
• Call transfers
• Escalation decisions
• Handling unsupported requests
• Documentation and notes
• Call control
• Appropriate call closure
• Compliance with practice-specific workflows
• Proper use of EHR and operational tools

WHAT YOU BRING

• 5+ years experience in training, quality assurance, healthcare operations, call center operations, customer service, or a related field.
• 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 them into clear training instructions.
• Strong judgment when handling patient-facing or healthcare-related situations.
• Comfortable working with call recordings, QA scorecards, reports, and operational data.
• Ability to manage multiple healthcare practice workflows simultaneously.
• Strong organizational and documentation skills.

Preferred Qualifications

• Experience supporting healthcare practices, medical scheduling, patient services, or healthcare contact centers.
• Experience working with EHR or practice-management systems.
• Experience with AI voice agents, virtual assistants, or automated call-handling systems.
• Previous experience as a trainer, QA analyst, QA lead, team lead, or senior customer-service representative.
• Familiarity with HIPAA and patient privacy principles.
• Experience creating SOPs, training manuals, knowledge bases, and call-handling scripts.
• Experience conducting call calibrations and root-cause analysis.

Success Measures

• Improvement in HITL QA scores
• Reduction in repeat quality errors
• Training completion and trainee pass rates
• New-hire readiness and time to proficiency
• Scheduling and workflow accuracy
• Reduction in avoidable escalations
• Consistency across QA reviewers
• Completion and accuracy of training documentation
• Effectiveness of coaching plans
• Successful support of new-practice launches
• Improvement in recurring call-quality trends

DIVERSITY, EQUITY, INCLUSION & BELONGING

At Innodata, Diversity, Equity, Inclusion, and Belonging are at the heart of who we are. With over 35 years of expertise, we foster an inclusive workplace that celebrates the rich diversity of backgrounds, experiences, and perspectives our employees bring — diversity that fuels our innovation in AI and data engineering. We encourage individuals from all walks of life to apply, particularly those who may feel they don't meet every qualification or who hesitate due to their identity. Through inclusive learning initiatives, Employee Resource Groups, and flexible work arrangements, we create a sense of belonging for every team member, whether remote or onsite.