Patient Engagement Center Training & QA Lead

EyeCare Partners LLC

Ballwin (MO)

Hybrid

USD 95,000 - 130,000

Full time

8 hours ago

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Job summary

EyeCare Partners LLC is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training, and development across the Patient Engagement Centers. You will collaborate with internal teams, BPO partners, and AI-driven tools to ensure high-quality, compliant patient interactions.

The role emphasizes building a culture of continuous improvement, coaching the team, and aligning content with regulatory guidelines.

Qualifications

High School Diploma or GED is required.
Associate's or Bachelor's Degree is required.
2+ years of people leadership experience.
2+ years training in a Call Center environment.
Experience with learning management systems (LMS).
Experience with eLearning development tools (Articulate 360, Storyline, Camtasia).
Proficiency with Microsoft Excel, Word, PowerPoint, Outlook.

Responsibilities

Lead onboarding, training, and development of new and existing employees.
Support and align with BPO partners and Ai Agent for training and quality.
Develop and maintain training resources and SOPs.
Create, deliver, and evaluate training material (e-learning, videos, instructor-led).
Coach and mentor the quality, training, and development team.
Monitor training effectiveness and report results to leadership.
Collaborate with IT, Clinics, doctors, and operations to ensure content relevance.
Maintain knowledge of training delivery trends and tools.