Senior Training & QA Manager – Patient Engagement (Remote)

Eye Care Partners Career Opportunities; Alabama; Hybrid; USD 90,000 - 120,000; Full time

Job summary

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and development for new and existing employees, including support of BPO partners and Ai Agent integration. The role shapes team culture and ensures quality expectations across Patient Engagement Centers.

You will partner with IT, clinics/doctors and operations, design and deliver training materials, develop e-learning modules, supervise a quality team, and drive ongoing

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

• Key leader for the Patient Engagement center supporting new hire training, ongoing career enrichment and oversee quality program.
• Create, deliver and evaluate training material for the Patient Engagement Centers
• Development of e-learning modules, videos, instructor led and web-based training content.
• Maintain and update training resources to align with current processes
• Comfortable operating technology for training classroom
• Coach, Develop and Mentor the quality, training and development team
• Identify and assess future and current training needs for the team
• Produce and deliver job aides, Standard Operating Procedures and other documentation as necessary
• Oversee senior Supervisor who has oversight for quality consultants who performs quality evaluations on patient interactions
• Partner with stakeholders inside and outside the Patient Engagement Center to assure content relevancy
• Support ongoing development of Patient Engagement Center employees
• Evaluate quality data and scorecard metrics including survey data and make recommendations for training and development based on results
• Support overall documentation of processes and procedures to be utilized by the Patient Engagement Centers along with the overall organization.
• Assess process changes or business updates to identify most effective communication vehicle for delivery to Patient Engagement Center
• Support ongoing leadership development for patient engagement center supervisors, leads and operations.
• Partner with cross-functional business partners to ensure consistent content and delivery of training
• Oversee successful performance of new hire trainees and employees during new hire development
• Monitor and evaluate training program’s effectiveness, success and report on them to the business
• Maintain a strong understanding of training delivery trends, tools, technology and best practices
• Key leadership partner to BPO leadership and training team to ensure excellence in performance for BPO team members supporting patients

Skills

People leadership

Call center training

LMS

eLearning development

Articulate 360

Storyline 360

Camtasia

Adobe Creative Suite

PowerPoint

MS Excel

Education

Bachelor's Degree

Associate's Degree

High School Diploma or GED

Tools

Articulate 360

Storyline 360

Camtasia

Adobe Creative Suite

Microsoft PowerPoint

Microsoft Excel

Outlook

Job description

EyeCare Partners is seeking a Senior Manager of Training, Development and Quality Assurance to lead onboarding, training and development for new and existing employees, including support of BPO partners and Ai Agent integration. The role shapes team culture and ensures quality expectations across Patient Engagement Centers.

You will partner with IT, clinics/doctors and operations, design and deliver training materials, develop e-learning modules, supervise a quality team, and drive ongoing