PEC/Senior Manager Training, Development and Quality Assurance

Eye Care Partners Career Opportunities•Ballwin, MO

About The Position

The Senior Manager of Training, Development and Quality Assurance leads onboarding, training, and development for new and existing employees, including internal teams and business process outsourcing (BPO) partners. The role supports coordination with AI agents to ensure training, process and procedure documentation, and quality expectations are established. It oversees quality assurance for the Optometry Patient Engagement Centers across internal team members, BPO partners, and AI agents. This leader helps shape team culture and employee success, partnering with stakeholders within the Patient Engagement Centers and across IT, clinics and offices, doctors, and operations. The role oversees training resources and quality programs, develops staff and leaders, monitors program effectiveness, and ensures training and documentation remain relevant to business processes. The position may be on-site or remote and requires residence in one of the listed states: AL, AZ, FL, GA, IL, IN, KS, KY, MI, MN, MO, NC, NJ, OH, OK, PA, TX, or VA.

Requirements

High school diploma or GED.
Associate's degree or bachelor's degree required.
At least 2 years of people leadership experience.
At least 2 years of relevant training experience in a call center environment.
Track record of designing and executing successful training programs.
Familiarity with classroom training, e-learning, workshops, and simulations.
Experience with learning management systems and learning modalities including self-paced, mobile, instructor-led, asynchronous and synchronous e-learning, and blended learning.
Experience developing e-learning and building courses using authoring tools such as Articulate 360, Storyline 360, Cantasia, Adobe Creative Suite, or Microsoft PowerPoint.
High proficiency with Microsoft products, including Excel and PowerPoint.
Subject matter expertise in Patient Engagement Center operations, processes, and procedures for a Patient Advocate.
Logical and critical thinking skills.
Detail-oriented, professional, and reliable, with a positive attitude and flexibility in accepting assignments and priorities.
Management and organizational skills to lead the function.
Ability to follow or provide verbal and written instructions, with sufficient grammar and spelling skills to prevent mistakes or misinterpretations.
Interpersonal skills to support customer service, functional, and teammate needs.
Ability to communicate effectively in English, verbally and in writing.
Basic to intermediate problem-solving skills, including mathematics.
Intermediate to advanced computer operation skills.
Proficiency with Microsoft Excel, Word, PowerPoint, and Outlook.
Knowledge of applicable state and federal regulations and a general understanding of HIPAA guidelines.
Ability to work varying shifts, including early mornings and evenings, to attend meetings, cross-training, or support other initiatives.
For remote work, ability to maintain a patient-focused work environment with controlled interruptions, minimal noise and distraction, and safeguards for confidential company information.

Nice To Haves

Experience with instructional design project management tools.
Graphic design experience.

Responsibilities

Lead new-hire training, ongoing career enrichment, and the quality program for the Patient Engagement Center.
Create, deliver, and evaluate training materials for the Patient Engagement Centers.
Develop e-learning modules, videos, instructor-led training, and web-based training content.
Maintain and update training resources to align with current processes.
Coach, develop, and mentor the quality, training, and development team.
Identify and assess current and future training needs.
Produce and deliver job aids, standard operating procedures, and other documentation.
Oversee the senior supervisor responsible for quality consultants who evaluate patient interactions.
Partner with stakeholders inside and outside the Patient Engagement Center to ensure content is relevant.
Support ongoing development of Patient Engagement Center employees.
Evaluate quality data, scorecard metrics, and survey data, and recommend training and development based on results.
Support documentation of processes and procedures for the Patient Engagement Centers and the broader organization.
Assess process changes and business updates to identify effective communication methods for the Patient Engagement Center.
Support leadership development for Patient Engagement Center supervisors, leads, and operations staff.
Partner with cross-functional business partners to ensure consistent training content and delivery.
Oversee new-hire trainees' and employees' performance during new-hire development.
Monitor and evaluate training program effectiveness and success, and report results to the business.
Keep current with training delivery trends, tools, technology, and best practices.
Partner with BPO leadership and training teams to support strong performance by BPO team members serving patients.
Operate technology used in the training classroom.