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Training and Quality Manager

Training and Quality Manager

Department 
Quality Assurance - Nc
Job Locations 
US-NC-Charlotte
Employment Type 
Regular Full-Time
Position Schedule 
..

More information about this job

Position Summary

WESTMED Practice Partners is currently looking to fill the Training and Quality Manager role. The incumbent will be responsible for ensuring that the team delivers the highest level of support and customer service to the customers we serve. The incumbent will be responsible for the on-going development and continuous improvement of all Training and Quality Assurance programs. The incumbent will develop programs, tools, processes and people with the aim of enhancing our employees' skills, performance, productivity and quality of work. The incumbent will manage training and quality by monitoring, measuring, reporting and providing feedback on the quality of interactions of WESTMED team members.

Essential Job Functions & Responsibilities

Training

  • Remain current and knowledgeable regarding all WESTMED services and operational procedures.
  • Develop, revise, review, improve all lesson plans, curriculum, material for all CSA training needs and facilitate the development of Leadership Development program along with the Management Team and HR.
  • Direct the trainers -- provide actionable, timely, and consistent feedback regarding the effective delivery of training (new hire and on-going).
  • Lead the efforts to build and maintain a comprehensive Learning Management System collaborating with and leveraging the current and future WESTMED operation and systems.
  • Oversee New Employee training program -- to include continuous revision and improvement of the program and ensuring that training is up-to-date with the most recent processes and procedures.
  • Collaborate on revisions on all training and process documentation (manuals, job aids, process flows, etc.). Ensure all reference material is up to date regardless of media used.
  • Develop additional CSA training sessions/modules using all available technology (video, web, Live streaming, etc.) with the aim of continuously improving the overall capability of our staff performance (support, service, quality, accuracy).
  • Produce, disseminate and archive all communication material to include, but not limited to, the following: process changes, training updates, real-time alerts, job aids etc.

Quality Management

  • Lead a team of Quality Assurance Specialists and Leads
  • Provide leadership for the entire Contact Center QA process driving for continuous improvement of the overall program resulting in improved support, quality and accuracy of our customer interactions by identifying trends and trouble spots, capturing the voice of the customer and recommending appropriate actions based on valid QA data
  • Facilitate Bi-monthly/quarterly calibration sessions ensuring that the QA Review/Scoring process is completely understood and calibrated. Attendees will include but not limited to Contact Center Managers, Supervisors, QA Specialists and CSAs.
  • Provide QA results/feedback to leadership (Supervisors and Managers) on a regular basis to enable effective feedback & coaching

Team Management

  • Ensure QA goals are met by QA team
  • Complete reviews effectively for direct reports by Company timelines
  • Coach and develop direct reports
  • Responsible for ensuring a closed loop feedback process between Training, Quality and WESTMED Operations team
  • Conduct proficiency evaluations and provide feedback to trainers and all department leadership.

Systems/Processes

  • Collaborate with internal teams to review and enhance scoring tools and reporting systems
  • Remain knowledgeable regarding current tools, technology and systems that may enhance the quality and effectiveness of our Training and Quality programs tools to enhance quality programs for all teams

Reporting

  • Provide weekly, monthly and quarterly quality scores and trends
  • Analyze trends for improvement opportunities and/or voice of customer
  • Review Business reporting to identify support gaps/customer survey trends to create and deliver targeted training

Required Qualifications

  • Bachelor's Degree in Business, Adult Education or related field preferred
  • 2-3 years supervisory or leadership experience in a Training and/or QA field preferred
  • Equivalent combination of education and experience
  • Experience with Learning Management Systems (LMS) is desired
  • Experience leading instructor-led training programs in a business environment and/or experience leading and/or conducting Quality Assurance checks
  • Demonstrated leadership and collaboration skills
  • Demonstrated excellent customer service skills
  • Excellent verbal and written communication skills -- especially the ability to quickly compose and disseminate communication
  • Analytical and organizational skills