Senior QA, L&D & Enablement CS Manager
Core
Designing and scaling Learning & Development and Quality Assurance frameworks for a global Customer Care team in a regulated HealthTech environment.
Role type
Senior Individual Contributor Manager (L&D & QA)
Builds
Scalable learning infrastructure, QA governance systems, and performance improvement loops for customer care agents.
Domain
HealthTech / Customer Care Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Instructional design, QA framework design, data analysis, change management, cross-functional influence, regulatory compliance knowledge, BPO management experience
Preferred skills
HealthTech or regulated industry background, international scope experience, AI workflow integration
Technologies
AI tools for workflow elevation
Responsibilities
Evolve L&D framework into scalable infrastructure; redefine QA methodology and governance; build closed feedback loops between QA findings and training; track key performance metrics; design interventions for capability gaps.
Seniority
Senior, hands-on IC with trajectory to lead a team