Training & Quality Specialist

📍 Location: Skopje, North Macedonia

🏢 Company: KA Partners

👤 Reports To: Manager of Training & Quality

🏢 Department: Training & Quality Assurance

Position Summary

KA Partners is seeking a detail-oriented and performance-driven Training & Quality Specialist to support operational excellence for our US-based health insurance client.

This role is responsible for delivering structured training programs, conducting quality audits, ensuring compliance with US healthcare regulations (including HIPAA), and supporting continuous improvement initiatives.

The Training & Quality Specialist plays a critical role in maintaining service accuracy, improving agent performance, and protecting client compliance standards.

The ideal candidate combines strong communication skills, analytical ability, and experience in a BPO or healthcare support environment.

Key Responsibilities

1. Training Delivery & Facilitation

• Conduct onboarding training for new hires
• Deliver refresher and upskilling sessions based on quality trends and process updates.

Facilitate training on:

• US healthcare terminology
• Health insurance claims and enrollment processes
• HIPAA compliance and data security
• Client-specific SOPs and workflows
• Assess trainee readiness through testing and certification processes.
• Provide nesting support and floor assistance during the transition from training to operations.

2. Quality Assurance Monitoring

• Conduct regular call monitoring and transaction audits according to QA guidelines.
• Score interactions using standardized quality scorecards.

Ensure adherence to:

• HIPAA regulations
• Client compliance standards
• Internal policies and procedures
• Document findings accurately and provide constructive feedback.
• Participate in calibration sessions to ensure scoring consistency.

3. Coaching & Performance Improvement

• Deliver structured feedback sessions to agents and Team Leaders.
• Identify performance trends and recurring knowledge gaps.
• Develop targeted coaching plans in collaboration with Operations.
• Track post-coaching performance improvements.
• Support underperforming agents through improvement plans.

4. Reporting & Data Analysis

• Prepare weekly and monthly quality performance reports.

Analyze trends related to:

• Error rates
• Compliance deviations
• Customer experience indicators
• Identify root causes and recommend corrective actions.
• Maintain accurate training and quality documentation.

5. Compliance & Audit Support

• Ensure all training materials remain updated with regulatory changes.
• Support internal and external client audits.
• Maintain documentation for certification, compliance training, and quality audits.
• Escalate compliance risks to the Manager of Training & Quality.

6. Continuous Improvement

• Recommend updates to SOPs and training materials.
• Participate in process improvement initiatives.
• Contribute to the development of knowledge base materials.
• Support implementation of new client processes or system changes.

Qualifications & Experience

Education

Bachelor’s degree preferred in:

• Business
• Education
• Healthcare Administration
• Related field

Relevant certifications in training or quality assurance are a plus.

Experience

• 2–5 years of experience in:
• Training
• Quality Assurance
• Operations within a BPO environment
• Experience in call center or healthcare support environments.
• Experience supporting US customers strongly preferred.
• Familiarity with health insurance processes (claims, eligibility, enrollment) preferred.
• Experience conducting audits and delivering performance feedback.

Core Competencies

• Instructional & Facilitation Skills
• Attention to Detail
• Analytical & Reporting Skills
• Healthcare Compliance Awareness
• Coaching & Feedback Delivery
• Strong Written & Verbal English
• Data Interpretation
• Organizational Skills
• Confidentiality & Professional Integrity

Key Performance Indicators (KPIs)

Performance will be measured through:

• Quality audit accuracy and consistency
• Agent improvement after coaching
• Training effectiveness scores
• Speed-to-proficiency for new hires
• Error rate reduction
• Audit compliance results
• SLA alignment for quality metrics

Professional Expectations

The Training & Quality Specialist must:

• Maintain strict confidentiality and data protection standards
• Deliver feedback constructively and objectively
• Remain neutral and consistent in quality scoring
• Adapt quickly to client process updates
• Demonstrate strong organizational and documentation discipline
• Uphold US healthcare compliance standards at all times

Work Environment

• Fast-paced, metrics-driven BPO environment
• High attention to compliance and regulatory detail
• Collaboration with Operations, HR, and US client stakeholders
• On-site role in Skopje

Why Join KA Partners?

Opportunity to build expertise in US healthcare operations

Clear career path into:

• Senior QA
• Trainer
• Manager of Training & Quality
• High-visibility role impacting client satisfaction
• Growth opportunity in a rapidly scaling offshore BPO environment