Senior Manager, Training, Development & QA — Patient Engagement

Eye Care Partners Career Opportunities; Kansas City (MO); Hybrid; USD 95,000 - 130,000; Full time

Job summary

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and quality programs for the Patient Engagement Centers. The role includes content creation, e-learning development, and collaboration with BPO partners and internal stakeholders.

The position requires 2+ years of leadership in training within a call center environment, strong instructional design skills, and proficiency with LMS and authoring tools.

Qualifications

• 2+ years of People Leadership experience.
• 2+ years relevant experience training in a Call Center environment.
• Track record in designing and executing successful training programs.
• Familiarity with various training methods (Classroom, e-learning, workshops, simulations).
• Prior experience with learning management systems and various learning delivery modalities, such as self-paced learning, mobile learning, instructor-led learning, asynchronous and synchronous e-learning, and blended learning; required.
• Prior experience in eLearning development and course building experience using various authoring tools (e.g., Articulate 360, Storyline 360, Cantasia, Adobe Creative Suite, Microsoft PowerPoint, etc.); required.
• Experience with instructional design project management tools and graphic design experience a plus.
• Highly proficient with MS products (Excel, PowerPoint).

Responsibilities

• Lead onboarding, training and development for Patient Engagement Center staff and BPO partners.
• Develop and evaluate training material for the centers.
• Create e-learning modules, videos, instructor-led and web-based content.
• Maintain and update resources to reflect current processes.
• Coach, develop and mentor the quality, training and development team.
• Identify training needs and deliver targeted solutions.
• Produce standard operating procedures and job aids.
• Oversee quality evaluations of patient interactions and drive improvements.
• Collaborate with IT, clinics and operations to ensure content relevance and alignment.
• Monitor training effectiveness and report results to leadership.

Skills

People Leadership

Training in Call Center

Instructional Design

Learning Management Systems

eLearning Development

Articulate 360

Storyline 360

Camtasia

Adobe Creative Suite

MS Office (Excel, PowerPoint)

Education

Associate's Degree or Bachelor's Degree

Tools

Articulate 360

Storyline 360

Camtasia

Adobe Creative Suite

Microsoft PowerPoint

Job description

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and quality programs for the Patient Engagement Centers. The role includes content creation, e-learning development, and collaboration with BPO partners and internal stakeholders.

The position requires 2+ years of leadership in training within a call center environment, strong instructional design skills, and proficiency with LMS and authoring tools.