Senior Manager, Training & QA — Patient Engagement (Remote)

Eye Care Partners Career Opportunities; Ohio; On-site; USD 90,000 - 120,000; Full time

Job summary

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance for the Patient Engagement Center to lead onboarding and ongoing training initiatives. This role partners with IT, clinics and operations to align content with processes and drive quality across internal teams, BPO partners and AI-assisted interactions.

The role emphasizes building a culture of excellence, mentoring a senior supervisor and overseeing quality evaluations to improve patient experiences.

Qualifications

• 2+ years of people leadership experience.
• 2+ years relevant experience training in a Call Center environment.
• Experience designing and executing training programs.
• Familiarity with classroom, e-learning, workshops, simulations.
• Experience with learning management systems and various delivery modalities.
• Experience in eLearning development and course building using authoring tools (Articulate 360, Storyline 360, Cantasia, Adobe Creative Suite, PowerPoint).
• MS Office proficiency (Excel, PowerPoint).

Responsibilities

• Lead onboarding, training and development for new and existing employees including BPO partners and Ai Agent support.
• Develop and deliver training materials; create e-learning modules and videos.
• Maintain training resources and align with current processes.
• Coach and mentor quality, training and development team; identify training needs.
• Produce job aids, SOPs and documentation; supervise quality consultants.
• Evaluate QA metrics and suggest training improvements; coordinate with stakeholders.

Skills

People leadership

Call center training

eLearning development

Articulate 360

Storyline 360

Cantasia

Adobe Creative Suite

PowerPoint

MS Excel

Education

Associate's Degree

Bachelor's Degree

Tools

Learning management systems

Authoring tools

Job description

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance for the Patient Engagement Center to lead onboarding and ongoing training initiatives. This role partners with IT, clinics and operations to align content with processes and drive quality across internal teams, BPO partners and AI-assisted interactions.

The role emphasizes building a culture of excellence, mentoring a senior supervisor and overseeing quality evaluations to improve patient experiences.