Remote Contact Center Quality & Training Leader

Sonova Group; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) with Company Match

Paid Time Off

Paid Holidays

Employee Assistance Program

Professional development opportunities

Job summary

AudioNova, a Sonova Group brand, seeks a Contact Center Support Services Manager to lead QA and training for Patient Revenue Operations. You will coach agents, implement onboarding, and drive quality and performance improvements across US/Canada and BPO partners.

Role covers CRM enhancements, AI tools, IVR, and omnichannel initiatives, with a remote North America work model and a base salary in a competitive range.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of call center, contact center, or customer service leadership.
• 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.

Responsibilities

• Lead QA and Training teams and set performance goals.
• Develop QA scorecards, evaluation processes, and calibration standards.
• Oversee onboarding and ongoing training programs.
• Drive coaching plans and performance improvements.
• Support CRM, IVR, AI and omnichannel initiatives.
• Create and deliver QA and training performance reports.

Skills

Call center leadership

Quality assurance

Training & development

Coaching & feedback

Analytical skills

Excel

PowerPoint

Cross-functional collaboration

Communication

CRM tooling

Education

Bachelor's degree

Tools

CRM software

Job description

AudioNova, a Sonova Group brand, seeks a Contact Center Support Services Manager to lead QA and training for Patient Revenue Operations. You will coach agents, implement onboarding, and drive quality and performance improvements across US/Canada and BPO partners.

Role covers CRM enhancements, AI tools, IVR, and omnichannel initiatives, with a remote North America work model and a base salary in a competitive range.