Senior Training & QA Manager - Patient Engagement

Eye Care Partners Career Opportunities; Alton (IL); Hybrid; USD 110,000 - 170,000; Full time

Job summary

EyeCare Partners seeks a Senior Manager to lead Training, Development and Quality Assurance for the Patient Engagement Centers. You will oversee onboarding, ongoing training programs and the quality assurance team, partnering with IT, clinics, doctors, and operations to ensure content relevance and effective delivery.

The role drives the development of training materials, e-learning modules and instructor-led content, while mentoring a team and aligning processes with company standards.

Qualifications

• High School Diploma or GED is required.
• Associate's or Bachelor's Degree required.
• 2+ years of experience training in a call center environment.
• Proven track record in designing and executing training programs.
• Familiarity with classroom, e-learning, workshops, simulations.

Responsibilities

• Create, deliver and evaluate training material for the Patient Engagement Centers.
• Develop e-learning modules, videos, instructor-led and web-based content.
• Maintain/update training resources to align with processes.
• Coach, develop and mentor the training and development team.
• Identify and assess training needs for the team.
• Oversee quality evaluations of patient interactions by quality consultants.
• Partner with stakeholders to ensure content relevancy.
• Support ongoing development of Patient Engagement Center employees.
• Evaluate quality data and scorecard metrics and recommend training actions.
• Document processes/procedures for Patient Engagement Centers and organization.
• Assess process changes to identify effective communication delivery.
• Support leadership development for supervisors and operations.
• Partner with cross-functional teams for content delivery consistency.
• Oversee performance of new hire trainees and development.
• Monitor/train program effectiveness and report results.

Skills

Training design

Call Center training

Instructional design

eLearning development

MS Office

English communication

Presentation skills

Leadership

Team mentorship

Education

High School Diploma or GED

Associate's Degree

Bachelor's Degree

Tools

Articulate 360

Storyline 360

Cantasia

Adobe Creative Suite

Microsoft PowerPoint

Microsoft Excel

Outlook

MS Word

Job description

EyeCare Partners seeks a Senior Manager to lead Training, Development and Quality Assurance for the Patient Engagement Centers. You will oversee onboarding, ongoing training programs and the quality assurance team, partnering with IT, clinics, doctors, and operations to ensure content relevance and effective delivery.

The role drives the development of training materials, e-learning modules and instructor-led content, while mentoring a team and aligning processes with company standards.