Manager of Training & Quality
📍 Location: Skopje, North Macedonia
🏢 Company: KA Partners
👤 Reports To: Director of Operations (with dotted line to Director of HR and US Client Quality Leadership)
🏢 Department: Training & Quality Assurance
Position Summary
KA Partners is seeking a results-driven and strategic Manager of Training & Quality to lead the development, execution, and continuous improvement of all training and quality assurance initiatives supporting our US-based health insurance client.
This role ensures operational excellence by designing scalable training programs, enforcing quality standards, and aligning performance outcomes with US healthcare regulations, client KPIs, and service-level agreements (SLAs).
The Manager of Training & Quality plays a critical role in maintaining regulatory compliance, improving productivity, reducing operational errors, and enhancing the overall customer and member experience.
The ideal candidate brings strong BPO leadership experience, healthcare industry knowledge, and data-driven quality management expertise.
Key Responsibilities
1. Training Strategy & Development
Develop and execute a comprehensive training strategy aligned with US healthcare client requirements.
Design onboarding, refresher, and upskilling programs for:
- Customer Service Representatives
- Team Leaders and Supervisors
Ensure all training incorporates:
- HIPAA compliance
- US health insurance regulations
- Client-specific SOPs and workflows
- Create scalable training modules to support organizational growth and service transitions.
- Implement certification programs to validate knowledge and operational readiness.
2. Quality Assurance Leadership
- Develop and manage a structured Quality Assurance (QA) framework aligned with client KPIs and SLAs.
- Oversee call monitoring, transaction audits, and compliance reviews.
- Establish quality scorecards and calibration standards.
- Conduct internal and client-facing calibration sessions.
- Identify root causes of performance gaps and implement corrective action plans.
- Ensure consistency of quality standards across all teams and service lines.
3. Performance & Continuous Improvement
Analyze quality and training data to identify trends, risks, and improvement opportunities.
Partner with Operations leadership to:
- Improve First Call Resolution (FCR)
- Reduce processing errors
- Increase agent productivity
- Enhance member satisfaction
- Lead continuous improvement initiatives using structured methodologies (Lean / Six Sigma preferred).
- Support process documentation and workflow optimization.
4. Compliance & Risk Management
Ensure all training and QA processes meet:
- US healthcare industry standards
- HIPAA and data privacy regulations
- Internal compliance audit requirements
- Prepare documentation and reporting for client and regulatory audits.
- Monitor regulatory updates and adjust training materials accordingly.
- Ensure all employees complete mandatory compliance certifications.
5. Team Leadership & Development
- Lead and develop the Training and QA teams.
- Establish clear performance metrics and accountability structures.
- Mentor trainers and quality analysts to strengthen instructional and analytical capabilities.
- Build succession plans within the department.
- Foster a culture of accountability, continuous learning, and operational excellence.
6. Client & Stakeholder Collaboration
- Serve as the primary point of contact for client quality reviews.
- Present quality and training performance reports during business reviews.
- Support transitions of new healthcare processes from the US to Skopje operations.
- Collaborate with US-based client quality teams to align standards and expectations.
- Provide data-driven insights to executive leadership.
Qualifications & Experience
Education
Bachelor’s degree in:
- Business
- Education
- Healthcare Administration
- Related field (required)
-
- Lean Six Sigma certification (preferred)
- Training certifications (ATD, CPTD, or equivalent) are a plus.
Experience
5–8+ years of experience in:
- Training
- Quality Assurance
- Operational Excellence
- Minimum 3 years in a leadership role within a BPO or shared services environment.
Experience supporting US-based healthcare or health insurance clients strongly preferred.
Strong understanding of:
- Healthcare claims processes
- Enrollment workflows
- Contact center operations
- Experience managing teams of 5+ QA analysts or trainers.
- Core Competencies
- Instructional Design & Adult Learning Principles
- Quality Management Systems
- Healthcare Compliance Knowledge
- Data Analysis & Reporting
- Root Cause Analysis
- Process Improvement
- Stakeholder Management
- Executive-Level Communication
- Adaptability in High-Volume BPO Environments
Key Performance Indicators (KPIs)
Success in this role will be measured by:
- Quality audit scores (call and transaction monitoring)
- Error rate reduction
- SLA adherence
- Training effectiveness scores
- Speed-to-proficiency for new hires
- Audit compliance results
- Client satisfaction metrics
- Reduction in repeat operational errors
Leadership Expectations
The Manager of Training & Quality is expected to:
- Drive a culture of accountability, quality, and precision
- Balance productivity targets with strict compliance requirements
- Ensure operational teams consistently meet US healthcare standards
- Proactively identify risks, performance gaps, and training needs
- Lead with data-driven decision making
- Build credibility with both local teams and US client leadership
Work Environment
- Fast-paced metrics-driven BPO environment
- High-visibility role with direct impact on client satisfaction and retention
- Regular collaboration with US stakeholders (occasional off-hours meetings may be required)
- On-site leadership presence in Skopje required
Why Join KA Partners?
- Opportunity to build and shape the quality culture of a growing offshore healthcare BPO
- Direct exposure to US health insurance operations
- Strategic leadership role with measurable business impact
- Career advancement within a high-growth organization