Contact Center Training/Quality Assurance Manager

The US Oncology Network is looking for a Contact Center Quality Assurance Manager to join our team at Texas Oncology. This full-time REMOTE position will support All of Texas.

As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care to patients close to home. Texas Oncology is the largest community oncology provider in the country and has approximately 530 providers in 280+ sites across Texas, our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same today-at Texas Oncology, we use leading-edge technology and research to deliver high-quality, evidence-based cancer care to help our patients achieve "More breakthroughs. More victories." in their fight against cancer. Today, Texas Oncology treats half of all Texans diagnosed with cancer on an annual basis.

The US Oncology Network is one of the nation's largest networks of community-based oncology physicians dedicated to advancing cancer care in America. The US Oncology Network is supported by McKesson Corporation focused on empowering a vibrant and sustainable community patient care delivery system to advance the science, technology, and quality of care.

Why work for us?

One reason to join our team is because we offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a 401-k plan that comes with a company match, a Wellness program that rewards you just for tracking your steps, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.

What does the Contact Center Training/Quality Assurance Manager do?

The Training and Quality Assurance Manger is responsible for leading efforts to ensure customer service excellence by designing, managing, and improving the contact center's training and quality assurance programs. This role aligns training initiatives and quality metrics with the organization's strategic goals to deliver outstanding customer experiences and drive operational efficiency.

Responsibilities & Duties

• Develop and implement quality assurance frameworks to evaluate customer interactions across all channels (voice, email, chat, etc.).
• Establish quality performance standards and KPIs to ensure compliance with organizational goals and customer expectations.
• Oversee the quality monitoring process, ensuring consistent evaluation and feedback delivery to staff.
• Conduct regular audits and calibration sessions to maintain consistency and accuracy in quality assessments.
• Analyze quality assurance data to identify trends, areas for improvement, and training opportunities.
• Design and oversee comprehensive training programs for new hires, upskilling, and ongoing employee development.
• Collaborate with subject matter experts to create relevant and engaging training content and materials.
• Implement and manage learning management systems (LMS) to track and assess employee progress.
• Ensure training programs address technical and soft skills needed for exceptional customer service.
• Continuously update training programs to align with operational changes and industry best practices.
• Lead, mentor, and develop the training and quality assurance teams to achieve high performance.
• Foster a collaborative and positive work environment that promotes professional growth and employee engagement.
• Collaborate with contact center leadership to align training and quality initiatives with business objectives.
• Serve as a key liaison between training, quality assurance, operations, and other departments to ensure seamless program implementation.
• Monitor and report on the effectiveness of training and quality programs, providing actionable insights and recommendations.
• Use data and customer feedback to continuously improve training, quality processes, and overall customer experience.
• Stay informed about industry trends, tools, and technologies to enhance training and quality programs.
• Develop and manage budgets for training and quality initiatives, ensuring cost-effective solutions.

Qualifications

Bachelor's degree in Business Administration, Organizational Development, Education, or a related field (Master's degree preferred).

• 8+ years of experience in contact center operations, with at least 5 years in leadership roles focused on training and quality assurance.
• Proven experience designing and implementing training and quality programs in a fast-paced contact center environment.
• Instruction Designer Certification preferred.
• Strong leadership, coaching, and team-building abilities.
• Exceptional communication, presentation, and interpersonal skills.
• Proficiency in quality monitoring tools, learning management systems (LMS), and data analytics platforms.
• Strong analytical and problem-solving skills with the ability to interpret data and drive performance improvement.
• Attend client visits to build relationships, understand client needs, and provide feedback to enhance service delivery.
• Partner with operations to review and update policies to ensure alignment with client expectations and compliance requirements.
• Develop and implement a standardized communication plan to ensure timely and consistent messaging to the team on policy updates, operational changes, and performance expectations.
• Work with operations to establish baseline KPIs for training effectiveness, quality assurance outcomes, and agent performance.
• Implement a process to regularly review and report on these KPIs, identifying opportunities for improvement and executing action plans to address them.
• Establish a framework for tracking and quantifying the impact of training and quality initiatives on operational performance.
• Implement targeted interventions based on trend analysis, such as additional training or process adjustments, with measurable outcome improvements.
  
  

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for prolonged periods of time.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff and patients.