Call Center Quality Assurance and Training Manager

**About Orderly Wellness** OrderlyMeds is a nationwide telehealth platform redefining how people access modern wellness care. We provide personalized, evidence based treatment, including GLP 1 prescription programs, easy to start and simple to manage from home, with transparent pricing, virtual consults, and medications delivered directly to patients’ doors. Our approach prioritizes quality, individualized care and ongoing support, from clinically guided treatment plans to nutrition, fitness, and mental health resources, without the barriers of insurance or traditional in office visits. We are growing quickly and building a team that is passionate about creating a more accessible, patient centered healthcare experience. **Orderly Wellness actively participates in E\-Verify**. To learn more, click here. **A note of awareness to Orderly Wellness applicants:** To protect yourself against phishing and recruitment fraud, please note that Orderly Wellness only accepts applications through our official careers page at https://ats.rippling.com/orderly\-wellness/jobs. **Orderly Wellness will never** refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from an orderlymeds.com email address. If you are contacted by someone claiming to be from Orderly Wellness via an unofficial channel, please do not share any information and report it as spam. About the Role We are seeking an experienced Quality Assurance and Training Manager to lead the development and execution of our quality assurance framework and training programs for a fast\-growing telehealth contact center. This critical leadership role combines QA strategy with training excellence to ensure exceptional patient experience, clinical compliance, and operational performance across our internal teams and BPO partner. You will be the architect of our quality program while continuously evolving our training curriculum to meet the unique demands of telehealth interactions. Key Responsibilities * Build and Own the Quality Assurance Program: Design, implement, and continuously improve a comprehensive QA framework tailored to telehealth healthcare contact center operations, including call monitoring, scorecards, calibration sessions, and performance reporting. * Develop and Maintain Training Curriculum: Help create, update, and deliver engaging training programs for new hires, tenured agents, supervisors, and leadership covering compliance, customer service excellence, telehealth technology, and soft skills. * Drive Performance Excellence: Analyze quality trends, identify root causes, and partner with operations teams to implement targeted coaching and process improvements. * Stakeholder Collaboration: Work closely with internal stakeholders (Clinical, Compliance, Operations, IT) and our BPO partner to ensure alignment on quality standards, training delivery, and performance goals. * R