Access & Engagement Center Training & Quality Lead

Nemours Children's Health; Delaware; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Healthcare benefits

Career development

Job summary

Nemours Children’s Health is seeking a dynamic Manager, Access & Engagement Center Training and Quality to lead training and QA strategy for our high-volume contact center operations. This hybrid role supports offices in Orlando, Wilmington, or Jacksonville, with eligibility across several states.

The ideal candidate will build and lead a team of Trainers and QA Specialists, design scalable programs, and align onboarding with evolving service expectations and priorities to deliver

Qualifications

• Experience designing and leading training programs for high-volume contact centers.
• Background in quality assurance, performance improvement, or patient access operations.
• Ability to analyze data to identify gaps and drive improvements.

Responsibilities

• Build, lead and develop a team of Trainers and Quality Assurance Specialists.
• Design, implement, and continuously improve training and QA programs.
• Align onboarding and ongoing training with evolving workflows and priorities.
• Utilize technology and platforms to deliver and scale training initiatives.
• Analyze quality trends and performance data to ensure program effectiveness.
• Collaborate with leaders to support operational goals and training needs.

Skills

People leadership

Training strategy

Quality assurance

Healthcare operations

Data analysis

Communication skills

Education

Bachelor's degree

Tools

Learning platforms

Quality tools

Job description

Nemours Children’s Health is seeking a dynamic Manager, Access & Engagement Center Training and Quality to lead training and QA strategy for our high-volume contact center operations. This hybrid role supports offices in Orlando, Wilmington, or Jacksonville, with eligibility across several states.

The ideal candidate will build and lead a team of Trainers and QA Specialists, design scalable programs, and align onboarding with evolving service expectations and priorities to deliver