Operational Trainer

Requisition Number: 2347378
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Primary Responsibilities:

• Call Quality Monitoring
  • Monitor and evaluate live and recorded calls to ensure adherence to communication standards, process accuracy, regulatory compliance, and the expected customer experience
  • Identify quality gaps related to speech clarity, tone consistency, dead-air management, hold-time etiquette, and effective call-closing practices
  • Compile and share periodic quality reports, insights, and performance trends with Operations and Quality leadership to support data-driven decision-making
  • Laise with Operations, SMEs, and internal L&D teams to align, refine, and standardize quality evaluation frameworks, scoring parameters, and audit checklists
• Coaching & Feedback
  • Conduct structured 1:1 and group coaching sessions based on call-audit findings to address identified performance and quality gaps
  • Deliver detailed, actionable feedback focused on voice modulation, process compliance, customer-handling effectiveness, and soft-skill enhancement
  • Monitor and document progress through coaching logs, follow-up audits, and performance-tracking tools to ensure measurable improvement
• Training Delivery
  • Design & deliver training for voice processes, integrating QA audit insights and focusing on tone, empathy, active listening, objection handling, and call etiquette
  • Develop and maintain training materials, call scripts, SOPs, and assessments aligned with quality standards
  • Use quality trends and audit data to design targeted training interventions that address recurring performance gaps
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate (any stream)
• 2+ years of experience in international voice-based BPO/contact center operations
• Experience in call auditing and quality frameworks
• Proficiency in MS Office (PowerPoint, Excel), and QA tools
• Proven solid command over English, excellent communication, presentation, and facilitation skills

Preferred Qualifications:

• Experience training in both inbound and outbound voice processes
• Proven exposure to soft skills training (empathy, conflict management, customer handling)

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
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