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Training & Quality Manager Customer Service (Healthcare)

Experience: 5+ Years | Healthcare / Pharma / HealthTech / E-pharmacy

Role Overview

Own the end-to-end Training and Quality charter for Customer Service, with a solid focus on Customer Experience, healthcare/pharma compliance, audits, complaint management, RCA/CAPA and structural process improvements. Partner with Operations, Medical, Pharmacovigilance, Product, Tech and Compliance teams.

Key Responsibilities

- Own CSAT, NPS and other Customer Experience metrics; identify drivers and improvement opportunities.
- Lead Quality Assurance, including audits, calibration, feedback, coaching and quality governance.
- Drive RCA and CAPA for critical complaints, management escalations and recurring process gaps.
- Ensure RCA goes beyond the immediate error to identify root cause, corrective action and measurable structural fix.
- Drive structural/process improvements based on quality trends, customer feedback and operational insights.
- Design and deliver new-hire, refresher, process-change and product/process launch training.
- Own Training Needs Analysis (TNA) based on QA findings, CX trends, SOP gaps and business requirements.
- Ensure training certification and production readiness before associates go live.
- Establish regular quality calibrations with Operations and cross-functional stakeholders.
- Manage Pharmacovigilance / Adverse Event (AE) reporting audits and adherence to defined timelines.
- Ensure healthcare, pharmacy, diagnostics and lab process compliance and SOP adherence.
- Lead internal,



client and pharma audit preparedness, RCA/CAPA responses and closure tracking.
- Monitor complaint trends, management escalations and social media escalations to identify systemic gaps.
- Partner with Operations to improve FRT, Resolution TAT, AHT, Repeat Contact and First Contact Resolution while maintaining quality.
- Develop Quality and Training dashboards/MIS with actionable leadership insights.
- Drive Voice of Customer (VOC) analysis and convert feedback into process improvements.
- Partner with Product/Tech on automation and system interventions that reduce errors and improve CX.
- Own SOP governance, including periodic review, updates and communication of process changes.
- Manage and mentor the Training & Quality team and drive capability development.
- Lead training and quality readiness for new processes, products and launches before go-live.
- Establish early-warning mechanisms for emerging quality/compliance risks and ensure timely escalation.
- Work closely with Operations, P&P;, Medical, Pharmacovigilance, Product, Tech and Compliance teams.

Quality & Continuous Improvement

- Own the complete Quality RCA CAPA Structural Fix cycle.
- Differentiate between agent-level errors,



process gaps, system limitations and governance gaps.
- Use data and trend analysis to identify recurring issues and prioritize high-impact interventions.
- Define measurable success criteria for corrective actions and track effectiveness after implementation.
- Build preventive controls to reduce recurrence rather than relying only on training or manual monitoring.

Required Experience & Skills

- 5+ years of experience in Customer Service Quality & Training, preferably in Healthcare, Pharma, E-pharmacy, Diagnostics or HealthTech.
- Strong experience in CSAT, NPS, Quality, RCA/CAPA and customer complaint management.
- Experience in Pharmacovigilance / Adverse Event reporting and pharma/healthcare audits.
- Robust understanding of healthcare, pharmacy and customer service compliance requirements.
- Experience managing internal, client and/or regulatory audits.
- Strong analytical, stakeholder management, communication and presentation skills.
- Experience managing or mentoring Training and Quality teams.
- Strong problem-solving and continuous-improvement mindset.
- Ability to work with senior leadership and cross-functional teams and drive closure of critical issues.

Preferred Competencies

- Healthcare / Pharma / E-pharmacy domain knowledge.
- Knowledge of CRM, ticketing, QA and learning management systems.
- Experience working with outsourced customer service partners/vendors.
- Exposure to automation, AI-assisted customer service and digital quality monitoring.

📌 Training and Quality Manager (Noida)
🏢 TATA 1 MG
📍 Noida