Senior Manager, Patient Engagement Training & QA

Eye Care Partners Career Opportunities; Philadelphia (Philadelphia County); On-site; USD 90,000 - 130,000; Full time

Job summary

EyeCare Partners Career Opportunities seeks a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and the quality program for the Patient Engagement Centers. You will oversee content creation, e-learning development, and LMS governance while partnering with IT, clinics and operations.

The role requires 2+ years training in a call center, strong MS Office skills, and the ability to mentor a team; you will supervise QA for internal and BPO partners and drive

Qualifications

• 2+ years relevant experience training in a Call Center environment.
• Familiarity with diverse training methods: classroom, e-learning, workshops, simulations.
• Experience with learning management systems and various delivery modalities.
• Experience in eLearning development and course building tools.
• Strong proficiency with Excel, PowerPoint, Word, and Outlook.

Responsibilities

• Create, deliver and evaluate training material for the Patient Engagement Centers.
• Develop e-learning modules, videos, instructor-led and web-based content.
• Maintain and update training resources to align with current processes.
• Coach, develop and mentor the quality, training and development team.
• Identify training needs and oversee quality evaluations of patient interactions.
• Partner with stakeholders to ensure content relevancy and effective delivery.
• Monitor training program effectiveness and report results to leadership.

Skills

Training & Development

Quality Assurance

Onboarding

Stakeholder collaboration

Instructional design

Education

High School Diploma or GED

Associate's or Bachelor's Degree Required

Tools

Articulate 360

Storyline 360

Camtasia

Adobe Creative Suite

Microsoft Office (Excel, PowerPoint)

Job description

EyeCare Partners Career Opportunities seeks a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and the quality program for the Patient Engagement Centers. You will oversee content creation, e-learning development, and LMS governance while partnering with IT, clinics and operations.

The role requires 2+ years training in a call center, strong MS Office skills, and the ability to mentor a team; you will supervise QA for internal and BPO partners and drive