This position is offered by Assist America, a wholly owned subsidiary of International Medical Group.


 

Job Description
The Training and Quality Leader is a critical role in ensuring exceptional service delivery and consistent quality standards across the organization. This position combines quality assurance, training delivery, analytical performance evaluation, and continuous improvement initiatives. In close partnership with Operations, the Training & Quality Leader designs and delivers training including new hire, new process or system, and ongoing coaching and upskill sessions. In addition, they will monitor agent interactions, identify trends, provide feedback and ensure that team members receive the support needed to meet departmental expectations, service standards, and key performance indicators (KPIs). This role also contributes to the improvement of operational processes and promotes a culture of learning and quality across the organization.