Training & Quality Lead - Access & Engagement Center

The Nemours Foundation; Jacksonville (FL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Nemours Children’s Health is seeking a dynamic Manager, Access & Engagement Center Training and Quality to lead training and QA strategy for high-volume contact center operations. The role focuses on strengthening patient access, improving team readiness, and delivering family-centered experiences across hybrid work environments.

You will build and lead Trainers and QA Specialists, design scalable programs, align onboarding with evolving workflows, and leverage learning platforms and quality

Qualifications

• Bachelor’s degree required.
• Minimum of three (3) years of relevant supervisory experience in a high-volume contact center.
• Experience in training, quality assurance, and/or patient access environments.

Responsibilities

• Build and lead a team of trainers and QA specialists with clear expectations.
• Design and continuously improve training and QA programs for consistent, patient-centered service.
• Align onboarding, refresher training, quality monitoring, and job aids with evolving workflows and priorities.
• Use technology to deliver, track, and scale training and quality initiatives across teams or regions.
• Analyze quality trends and training outcomes to identify gaps and improvements.

Skills

People leadership

Training & development

Quality assurance

Healthcare operations

Data analysis

Communication

Project management

Revenue cycle knowledge

Education

Bachelor’s degree

Tools

Learning platforms

Quality tools

Reporting resources

Job description

Nemours Children’s Health is seeking a dynamic Manager, Access & Engagement Center Training and Quality to lead training and QA strategy for high-volume contact center operations. The role focuses on strengthening patient access, improving team readiness, and delivering family-centered experiences across hybrid work environments.

You will build and lead Trainers and QA Specialists, design scalable programs, align onboarding with evolving workflows, and leverage learning platforms and quality