Remote Contact Center QA & Training Leader

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

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