Contact Center Support Services Manager – Remote U.S/CAN

Sonova Group; Northern (KY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with Company Match

Paid Time Off

Paid Holidays

Employee Assistance Program

Job summary

Sonova is seeking a Contact Center Support Services Manager to lead QA and Training within Patient Revenue Operations. You will ensure coaching, training, tools, and support enable a superior patient experience while meeting operational goals.

You will guide QA, onboarding, process improvement, knowledge management, and performance development for both internal and outsourced teams. Key responsibilities include driving quality programs, standardizing practices across locations, and supporting

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of call center, contact center, or customer service leadership.
• 3+ years leading Quality Assurance, Training, Learning & Development, or Operational Excellence functions.
• Experience coaching, performance management, and employee development.
• Experience developing training curriculum and quality programs.

Responsibilities

• Lead and develop the QA and Training teams.
• Foster a culture of accountability, continuous improvement, and employee development.
• Establish performance goals and development plans for team members.
• Partner with Operations, Workforce Management, Analytics, Marketing, IT, and BPO partners.
• Oversee quality assurance processes and calibration standards.
• Drive onboarding and training programs across U.S., Canada, and BPO operations.
• Support CRM, IVR, IVA, AI, and omnichannel initiatives.

Skills

Leadership

Coaching

Analytics

Communication

Problem-Solving

Education

Bachelor's degree

Tools

Excel

PowerPoint

CRM Systems (Dynamics/Salesforce)

Job description

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Remote, United States

Location: Remote North America
Department: Patient Revenue Operations & Conversions
Reports To: Director, Patient Revenue Operations & Conversions

Employment Type: Full-Time

Base Salary: $90,000 - $100,000 + 10% Yearly Performance Incentive

About AudioNova

At AudioNova, we are passionate about helping people experience the delight of hearing without limitations. As one of the leading hearing care providers, we connect patients with life-changing hearing healthcare through exceptional service, innovative technology, and a patient-first approach.

Position Summary

The Contact CenterSupport Services Manager is responsible for overseeing the Quality Assurance (QA) and Training functions within Patient Revenue Operations. This role ensures agents receive the coaching, training, tools, and support needed to deliver an exceptional patient experience while achieving operational and conversion goals.

The Contact CenterSupport Services Manager will lead a team focused on quality monitoring, onboarding, training, process improvement, knowledge management, and performance development for both internal and outsourced call center teams.

This position plays a critical role in supporting AudioNova's transformation initiatives, including CRM enhancements, AI-powered tools, IVR, IVA, omnichannel engagement, and patient experience improvements.

Key Responsibilities

Leadership & Team Management

• Lead and develop the QA and Training teams.
• Foster a culture of accountability, continuous improvement, and employee development.
• Establish performance goals and development plans for team members.
• Manage departmental priorities and resource allocation.
• Partner with Operations, Workforce Management, Analytics, Marketing, IT, and BPO partners.

Quality Assurance

• Oversee and support the Quality Assurance team.
• Develop and maintain QA scorecards, evaluation processes, and calibration standards.
• Ensure quality reviews are completed consistently and accurately.
• Monitor compliance, patient experience, and operational performance.
• Identify trends and coaching opportunities to improve agent effectiveness.
• Conduct quality reviews with internal and external partners.

Training & Development

• Oversee and support the Training team.
• Lead onboarding and new hire training programs.
• Develop ongoing training curriculum for agents, team leads, and leaders.
• Maintain knowledge management resources, SOPs, and training materials.
• Partner with stakeholders to support implementation of new systems and processes.
• Ensure consistent training delivery across U.S., Canada, and BPO operations.

Performance Improvement

• Analyze quality and training results to identify improvement opportunities.
• Partner with Operations Managers and Team Leads on coaching plans.
• Drive initiatives to improve:
• Schedule Rate
• Show-Up Rate
• Conversion Rate
• CSAT
• NPS
• Measure training effectiveness and agent proficiency.

Operational Readiness

• Support implementation of CRM, IVR, IVA, AI, and omnichannel initiatives.
• Ensure teams are prepared for process and technology changes.
• Standardize quality and training practices across all locations and partners.
• Assist with workforce readiness and capacity planning.

Reporting & Analytics

• Create and deliver QA and training performance reporting.
• Track coaching trends, QA scores, training completion, and proficiency metrics.
• Partner with the Performance Analytics Specialist to identify operational improvement opportunities.
• Present recommendations and performance insights to leadership.

Qualifications

Required

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of call center, contact center, or customer service leadership experience.
• 3+ years leading Quality Assurance, Training, Learning & Development, or Operational Excellence functions.
• Strong experience with coaching, performance management, and employee development.
• Experience developing training curriculum and quality programs.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Advanced Microsoft Office skills, including Excel and PowerPoint.

Preferred

• Bilingual in Spanish or French is a plus.
• Experience in healthcare, hearing healthcare, patient access, scheduling, or customer care environments.
• Experience supporting outsourced/BPO operations.
• Experience with CRM systems such as Microsoft Dynamics, Salesforce, HubSpot, or similar platforms.
• Experience with workforce management and analytics tools.
• Knowledge of AI, Agent Assist, IVR, IVA, and omnichannel technologies.
• Bilingual (Spanish) is a plus.

Success Metrics

• Quality Assurance Scores
• Schedule Rate
• Show-Up Rate
• Conversion Rate
• CSAT
• NPS
• Training Completion Rates
• New Hire Speed to Proficiency
• Coaching Effectiveness
• Employee Engagement
• Compliance Performance

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Employee Assistance Program

AudioNova offers a comprehensive benefits package including medical, dental, vision, 401(k), paid time off, professional development opportunities, and career growth within a rapidly evolving healthcare organization.

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.