Position will be responsible for directing, planning, organizing, and coordinating all aspects of the Training and Quality Assurance/Performance Enhancement functions. Specific responsibilities include developing and leading a team to actively build the organization’s capacity to educate, train, monitor and coach to deliver experiences that drive brand loyalty and excellence.
Primary duties may include, but are not limited to: Manages quality assurance, training, and program integrity staff and activities to help ensure adherence to Carelon Global Solutions and Elevance standards, leads the development and implementation of strategic initiatives to drive learner success and engagement resulting to improved ramp to proficiency and managed pre-production attrition, provides leadership in driving program performance success through the implementation and delivery of training and quality processes from end to end, oversees geo/program-level management of TQ activities to ensure maximum trainer and evaluator utilization with particular focus on margin-impacting elements, leads TQ Leadership team in the creation of solutions to issues which are indicative of broader gaps across the organization/geo, directly liaises with both internal and external stakeholders to manage Training and Quality requirements across multiple sites, functions as escalation point and works as the single point of contact for global training and quality leaders, provides guidance in running insightful Quality analytics to make pivotal changes and implement relevant actions for performance improvement, leads TQ Leadership team in driving people-related metrics as relevant – including but not limited to employee engagement, attrition, career growth and succession and integrates business process and technology led training and quality initiatives.
Requires a BA/BS degree, 5 years of experience; or any combination of education and experience, which would provide an equivalent background. Extensive experience with data management, statistical analysis, performance metrics, and reporting required preferably specializing in Healthcare/Customer Service.Strong knowledge of Quality Methodology (COPC, Six Sigma, LEAN). Master black belt/ black belt certified is preferred or understanding of the relationship between process, organization and business objectives supported by an understanding of LSS methodology.Experience in education, learning & development, training, and knowledge of instructional design theory as well as learning principles. Learning management systems (LMS) or similar systems is an advantage.
A strong understanding of the contact center or IT-Business Process Management environment and the role Training & Quality Assurance plays in the attraction, retention, and performance of high-quality talent. Solid leader who takes a personal sense of responsibility for group performance, handles multiple simultaneous projects, and has a strong work ethic working under minimal supervision. Technical skills and proficiency in the use of various presentation and analytical tools necessary for the creation of visually and verbally engaging content. Excellent interpersonal, communication, coaching and facilitation skills. Exposure to multiple client environment.
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