Senior Specialist Customer Service Training and Call Quality (Healthcare)

Location: Mississauga, Ontario, Canada

Salary: $57,664–$86,496 annually, including base salary and estimated target payout under the Management Incentive Compensation Plan.

Company

hirify.global is a healthcare company focused on improving healthcare delivery and saving and sustaining lives.

What you will do

• Build and develop training programs for new hires, process updates, and system improvements.
• Create and deliver presentations, handouts, and online training resources.
• Collaborate with subject matter experts and process owners to maintain accurate training content and SOP documentation.
• Implement evaluation methods to audit training effectiveness and recommend ongoing training.
• Provide performance feedback and mentoring based on quality assessments.
• Maintain the quality program and distribute quality communications across the Customer Service Organization.

Requirements

• Bachelor’s degree in Education, Training and Development, or equivalent experience.
• More than three years of experience in Customer Service or adult education.
• Proficiency with CRM systems and ERP platforms such as JDE or SAP.
• Advanced proficiency in Microsoft Word, Excel, and Outlook.
• Strong communication, interpersonal, critical-thinking, and problem-solving skills.
• Ability to prioritize multiple tasks and lead or collaborate within cross-functional teams.

Nice to have

• CPLP or CTP certification.
• Experience with training management systems and learning management systems.
• Project management or Lean Six Sigma certification at Blue Belt level or higher.
• Bilingual or multilingual communication skills.

Culture & Benefits

• Collaborative environment focused on service excellence, quality, cleanliness, and safety.
• Opportunities for professional development through training, conferences, certifications, and advanced degrees.
• Mission-driven work supporting healthcare delivery and patient well-being.
• Pay is determined by skills, expertise, experience, and company and individual performance outcomes.

Hiring process

• Qualified candidates may be screened with AI-assisted recruitment tools.
• Final hiring decisions are made by the hiring manager and recruitment team.
• Interviewed candidates are advised of the outcome within 45 days of the interview.