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.
We are seeking an experienced and passionate Contact Center Support Services Manager to lead our Quality Assurance and Training teams while driving continuous improvement across our North American contact center operations.
Position Summary
The Contact Center Support 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 Center Support 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
First Contact Resolution (FCR)
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
Success in this role will be measured through:
Quality Assurance Scores
Schedule Rate
Show-Up Rate
Conversion Rate
CSAT
NPS
First Contact Resolution (FCR)
Training Completion Rates
New Hire Speed to Proficiency
Coaching Effectiveness
Employee Engagement
Compliance Performance
Benefits:
Medical, Dental, and Vision Insurance
401(k) with Company Match
Paid Time Off (PTO)
Paid Holidays
Employee Assistance Program
Career Development Opportunities
Remote Work Environment
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.
