Training and Quality Manager

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Training & Quality Manager Customer Service (Healthcare)

Experience: 5+ Years | Healthcare / Pharma / HealthTech / E-pharmacy

Role Overview

Own the end-to-end Training and Quality charter for Customer Service, with a strong focus on Customer Experience, healthcare/pharma compliance, audits, complaint management, RCA/CAPA and structural process improvements. Partner with Operations, Medical, Pharmacovigilance, Product, Tech and Compliance teams.

Key Responsibilities

• Own CSAT, NPS and other Customer Experience metrics; identify drivers and improvement opportunities.
• Lead Quality Assurance, including audits, calibration, feedback, coaching and quality governance.
• Drive RCA and CAPA for critical complaints, management escalations and recurring process gaps.
• Ensure RCA goes beyond the immediate error to identify root cause, corrective action and measurable structural fix.
• Drive structural/process improvements based on quality trends, customer feedback and operational insights.
• Design and deliver new-hire, refresher, process-change and product/process launch training.
• Own Training Needs Analysis (TNA) based on QA findings, CX trends, SOP gaps and business requirements.
• Ensure training certification and production readiness before associates go live.
• Establish regular quality calibrations with Operations and cross-functional stakeholders.
• Manage Pharmacovigilance / Adverse Event (AE) reporting audits and adherence to defined timelines.
• Ensure healthcare, pharmacy, diagnostics and lab process compliance and SOP adherence.
• Lead internal, client and pharma audit preparedness, RCA/CAPA responses and closure tracking.
• Monitor complaint trends, management escalations and social media escalations to identify systemic gaps.
• Partner with Operations to improve FRT, Resolution TAT, AHT, Repeat Contact and First Contact Resolution while maintaining quality.
• Develop Quality and Training dashboards/MIS with actionable leadership insights.
• Drive Voice of Customer (VOC) analysis and convert feedback into process improvements.
• Partner with Product/Tech on automation and system interventions that reduce errors and improve CX.
• Own SOP governance, including periodic review, updates and communication of process changes.
• Manage and mentor the Training & Quality team and drive capability development.
• Lead training and quality readiness for new processes, products and launches before go-live.
• Establish early-warning mechanisms for emerging quality/compliance risks and ensure timely escalation.
• Work closely with Operations, P&P, Medical, Pharmacovigilance, Product, Tech and Compliance teams.

Quality & Continuous Improvement

• Own the complete Quality RCA CAPA Structural Fix cycle.
• Differentiate between agent-level errors, process gaps, system limitations and governance gaps.
• Use data and trend analysis to identify recurring issues and prioritize high-impact interventions.
• Define measurable success criteria for corrective actions and track effectiveness after implementation.
• Build preventive controls to reduce recurrence rather than relying only on training or manual monitoring.

Required Experience & Skills

• 5+ years of experience in Customer Service Quality & Training, preferably in Healthcare, Pharma, E-pharmacy, Diagnostics or HealthTech.
• Strong experience in CSAT, NPS, Quality, RCA/CAPA and customer complaint management.
• Experience in Pharmacovigilance / Adverse Event reporting and pharma/healthcare audits.
• Strong understanding of healthcare, pharmacy and customer service compliance requirements.
• Experience managing internal, client and/or regulatory audits.
• Strong analytical, stakeholder management, communication and presentation skills.
• Experience managing or mentoring Training and Quality teams.
• Strong problem-solving and continuous-improvement mindset.
• Ability to work with senior leadership and cross-functional teams and drive closure of critical issues.

Preferred Competencies

• Healthcare / Pharma / E-pharmacy domain knowledge.
• Knowledge of CRM, ticketing, QA and learning management systems.
• Experience working with outsourced customer service partners/vendors.
• Exposure to automation, AI-assisted customer service and digital quality monitoring.