Hybrid: Access Center Training & Quality Manager

Nemours-Children; Jacksonville (FL); Hybrid; USD 95,000 - 125,000; Full time

Job summary

Nemours Children’s Health is seeking a Manager, Access & Engagement Center Training and Quality to lead training and QA strategy for high-volume contact center operations. This hybrid leadership role focuses on strengthening patient access, improving team readiness, and delivering family-centered experiences.

The role builds and leads Trainers and QA Specialists while developing scalable programs that support quality, productivity, compliance, engagement, and service excellence in a healthcare

Qualifications

• Experience leading training and QA programs in high-volume environments.
• Ability to translate workflows into scalable training solutions.
• Strong communication, collaboration, and change-management skills.

Responsibilities

• Build, lead and develop a team of Trainers and QA Specialists, setting clear expectations and supporting accountability.
• Design, implement, and continuously improve training and QA programs that prepare associates to deliver patient-centered service.
• Align onboarding, refresher training, quality monitoring, and job aids with evolving workflows and priorities.
• Use technology and learning platforms to deliver, track, and scale initiatives across teams/regions.
• Analyze quality trends and performance data to identify gaps and recommend improvements.
• Partner with leadership to support operational goals and respond to training needs.
• Promote continuous improvement, engagement, inclusion, and service excellence.

Skills

Team leadership

Training design

Quality assurance

Data analysis

Healthcare operations

Education

Bachelor's degree

Tools

Learning Platforms

Quality Tools

Job description

Nemours Children’s Health is seeking a Manager, Access & Engagement Center Training and Quality to lead training and QA strategy for high-volume contact center operations. This hybrid leadership role focuses on strengthening patient access, improving team readiness, and delivering family-centered experiences.

The role builds and leads Trainers and QA Specialists while developing scalable programs that support quality, productivity, compliance, engagement, and service excellence in a healthcare