Patient Engagement Training & QA Senior Manager

Eye Care Partners Career Opportunities; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and development for the Patient Engagement Centers. You will coordinate with BPO partners, AI agents and internal stakeholders to ensure quality and consistency in processes and procedures.

The role champions a culture of continuous improvement, oversees the QA program, and partners with IT, clinics and operations to drive effective learning outcomes across the organization.

Qualifications

• 2+ years of People Leadership experience in a call center environment.
• 2+ years relevant experience training in a call center environment.
• Experience designing and executing training programs with diverse modalities.

Responsibilities

• Lead onboarding, training and development programs for Patient Engagement Center staff.
• Develop and maintain training materials, e-learning modules, videos and instructor-led content.
• Coach and mentor quality, training and development teams to improve performance.
• Partner with BI, IT, clinics and operations to ensure content relevance and alignment.

Skills

People leadership

Training program design

LMS experience

eLearning development

Microsoft Excel

Communication

Cross-functional collaboration

Education

Associate’s or Bachelor’s Degree

Tools

Articulate 360

Storyline 360

Cantasia

Adobe Creative Suite

PowerPoint

Job description

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and development for the Patient Engagement Centers. You will coordinate with BPO partners, AI agents and internal stakeholders to ensure quality and consistency in processes and procedures.

The role champions a culture of continuous improvement, oversees the QA program, and partners with IT, clinics and operations to drive effective learning outcomes across the organization.