Store Manager at Lids overseeing retail store performance and training team members for success. Responsible for driving sales results, managing store operations, and ensuring customer satisfaction.
About the role
- QA & Training Manager responsible for quality assurance and training for U.S. healthcare accounts in the Philippines. Leading operational support and client engagement for contact center and claims adjudication teams.
Responsibilities
- The QA & Training Manager is responsible for designing, standardizing, and leading quality assurance and training programs across all U.S. healthcare accounts supported by the Philippines and US operations.
- Ensure consistent onboarding, certification, quality enforcement, and continuous performance improvement across both contact center and claims adjudication teams.
- Work directly with U.S.-based client training and QA teams to ensure calibration, material approval, and alignment to contractual quality standards.
- Priority focus on high-risk or underperforming accounts requiring structured turnaround support.
- Model operational ownership by actively participating in training delivery, QA auditing, and operational support.
- Design and implement standardized onboarding programs for contact center agents and claims adjudicators.
- Build structured training curricula, modules, lesson plans, and facilitator guides.
- Ensure all accounts follow a consistent enterprise training framework and implement targeted training remediation plans.
Requirements
- 7+ years' experience in U.S. healthcare operations (contact center and/or claims adjudication).
- 3+ years in QA and/or Training leadership role.
- Strong knowledge of: S. Professional & Institutional claims processing Medicare Advantage and Commercial products Contact center service level environments
- Experience building training programs and QA frameworks from the ground up.
- Experience conducting client-facing calibration sessions.
- Strong English communication skills (verbal and written).
- Demonstrated experience personally delivering training (not just overseeing trainers).
- Hands-on QA auditing experience.
- Prior experience performing claims adjudication and/or contact center agent responsibilities.
- Proven ability to stabilize underperforming teams through direct involvement.
- Comfortable working in fast-paced, high-accountability environments.
Benefits
- Comprehensive HMO Coverage (Medical/Dental)
- Coverage on Day1 + 1 Free Dependent
- Competitive Salary
Job title
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