Senior Training and Quality Manager

Job Description

The Senior Quality and Training Manager is responsible for leading, developing, and continuously improving the Quality Assurance and Training functions to ensure exceptional service delivery across all virtual assistant programs. This role oversees quality standards, training strategy, performance improvement initiatives, and team development while working closely with Client Services, Operations, and Leadership to align learning and quality outcomes with client expectations and business goals.

TASKS:

• Oversee monitoring and evaluation of virtual assistants’ performance through calls, emails, and task reviews to ensure adherence to quality standards and SLAs
• Analyze QA results, audit findings, and performance trends to identify gaps and implement corrective and improvement actions
• Develop, maintain, and improve QA forms, evaluation tools, process flows, and SOPs
• Lead and oversee training programs including onboarding, upskilling, refresher, and remediation training
• Conduct training needs analysis based on quality findings, performance gaps, and client requirements
• Coach, manage, and support QA Analysts and Training Specialists through regular feedback and performance reviews
• Collaborate closely with Client Services Managers to review VA performance metrics and client feedback
• Reinforce company policies, procedures, and compliance standards through quality and training initiatives
• Oversee QA and training-related administrative tasks including LMS management, onboarding and offboarding support, and reporting
• Conduct regular business and performance review sessions with the Executives and the departments directly connected to Quality Assurance and Training to assess effectiveness, alignment, and improvement opportunities.
• Identify existing and future training programs that need to be developed, enhanced, or rolled out based on client needs, quality gaps, and operational priorities.
• Assess QA requirements across clients and recommend where QA resources should be allocated or expanded to maximize impact and service quality
• Partner with the Recruitment Manager and Sourcing team to anticipate future training requirements, align onboarding readiness, and support workforce planning initiatives.
• Provide strategic input on learning and quality investments to ensure scalability, consistency, and long-term performance improvement across all VA programs.

Requirements

QUALIFICATIONS:

• Excellent analytical, organizational, and communication skills
• At least 4 years of experience in Quality Assurance and/or Training
• At least 2 years of experience in a leadership or managerial role
• Experience in healthcare accounts is preferred but not required
• Proficient in Google Workspace, Zoom, and learning management systems
• Open to working night shifts

MINIMUM SYSTEM REQUIREMENTS:

• PRIMARY SYSTEM
• Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher
• Computer Memory/RAM: 8.00 GB
• Computer Operating System: At least Windows 11 64-bit or macOS Ventura
• Headset: Any USB-type headset with noise-cancelling feature
• Camera: Capable of a clear and crisp video output
• BACK-UP SYSTEM
• OPTION 1 (BACKUP SYSTEM):
• Computer Processor: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher
• Computer Memory/RAM: 8.00 GB
• Computer Operating System: at least Windows 11 64-bit or macOS Ventura
• Headset: Any USB-type headset with noise-cancelling feature (Optional)
• OPTION 2 (POWER SUPPLY - UPS):
• Must be capable of powering your work station for at least 3 hours
• Typically a device with 240Wh or higher will be sufficient
• Must be capable of accepting all the plugs required to maintain the primary device and work environment (device, monitor, modem, cell phone if using as internet backup)
• PRIMARY INTERNET CONNECTION
• DSL / Fiber Connection - Minimum of 100mb/s contracted
• BACK-UP INTERNET CONNECTION
• Minimum of 20mb/s (Cell)

RECOMMENDED SYSTEM REQUIREMENTS

• PRIMARY SYSTEM

• Computer Processor: Intel Core i7 and i9 Core or Core Ultra or AMD Ryzen 7 or higher
• Computer Memory/RAM: 16.00 GB
• Computer Operating System: At least Windows 11 64-bit or macOS Tahoe
• Headset: Any USB-type headset with noise-cancelling feature
• Camera: Capable of a clear and crisp video output
• BACK-UP SYSTEM
• OPTION 1 (BACKUP SYSTEM):
• Computer Processor: Intel Core i7 and i9 Core or Core Ultra or AMD Ryzen 7 or higher
• Computer Memory/RAM: 16.00 GB
• Computer Operating System: At least Windows 11 64-bit or macOS Tahoe
• Headset: Any USB-type headset with noise-cancelling feature
• Camera: Capable of a clear and crisp video output
• OPTION 2 (POWER SUPPLY - UPS):
• Must be capable of powering your work station for at least 3 hours
• Typically a device with 240Wh or higher will be sufficient
• Must be capable of accepting all the plugs required to maintain the primary device and work environment (device, monitor, modem, cell phone if using as internet backup)
• PRIMARY INTERNET CONNECTION
• DSL / Fiber Connection - Minimum of 500mb/s contracted
• BACK-UP INTERNET CONNECTION
• Minimum of 20mb/s (Cell or wired)

Benefits

RATE AND REWARDS:

• Employment Type: Independent Contractor
• Rate will be discussed later on
• Free Training
• Paid Time Offs
• HMO Coverage
• Optical Rewards
• Performance-Based Increase
• Permanent Work From Home