Senior Manager, Training & QA - Patient Engagement

Eye Care Partners Career Opportunities; Clifton (TX); Hybrid; USD 110,000 - 150,000; Full time

Job summary

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding and ongoing training for the Patient Engagement Centers. You will oversee content creation, e-learning development, and quality assessments across internal teams, BPO partners, and AI-assisted processes.

You will partner with IT, clinics, doctors, and operations to ensure content relevance, measure program effectiveness, and drive career enrichment for staff.

Qualifications

• High School Diploma or GED
• Associate's Degree or Bachelor's Degree Required
• 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)
• Experience with learning management systems and eLearning development tools such as Articulate 360, Storyline 360, Cantasia; proficiency with MS Office

Responsibilities

• Create, deliver and evaluate training material for the Patient Engagement Centers
• Develop e-learning modules, videos, instructor-led and web-based training content
• Maintain and update training resources to align with current processes
• Coach, develop and mentor the quality, training and development team
• Identify and assess future and current training needs for the team
• Oversee senior Supervisor who has oversight for quality consultants who perform quality evaluations
• Partner with stakeholders to ensure content relevancy and delivery
• Evaluate quality data and scorecards and make training recommendations
• Document processes and procedures for the Patient Engagement Centers and the organization
• Monitor training program effectiveness and report results to the business

Skills

Training design

Leadership

Quality assurance

Communication

Education

Associate's or Bachelor's degree

Tools

Articulate 360

Storyline 360

Cantasia

Adobe Creative Suite

PowerPoint

MS Office

Job description

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding and ongoing training for the Patient Engagement Centers. You will oversee content creation, e-learning development, and quality assessments across internal teams, BPO partners, and AI-assisted processes.

You will partner with IT, clinics, doctors, and operations to ensure content relevance, measure program effectiveness, and drive career enrichment for staff.