Quality Assurance & Training Specialist, Remote, Call Center, Billingual Spanish

ChenMed•St. Louis, MO

2d•$54,358 - $77,655•Remote

About The Position

The Quality & Training Specialist, Solution Center is responsible for regular quality audits as well as the training of new hires and individual team members by designing and conducting training programs that will enhance employee workplace performance and competencies. The incumbent in this role conducts quality audits and is accountable for coaching and training team members to achieve quality expectations. He/She is also responsible for evaluating and maintaining departmental training resources, conducting root cause analysis, and presenting the findings to leadership.

Requirements

Competent-level business acuity
Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
Excellent verbal, presentation, written and interpersonal communication skills
Strong computer literacy skills
Ability to work collaboratively in a complex medical group environment
Capable of performing effectively in a complex changing environment
Ability to identify and seek needed information/research skills
Ability to effectively influence others within the job area through explanation of facts, policies and practices
Ability to utilize tools to analyze data
Ability to create and present reports to ledership
Problems faced can be difficult but typically not complex
Proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position
Ability and willingness to travel locally, regionally and/or nationally up to 10% of the time; flexible to work evening, weekends and/or holidays as needed
Spoken and written fluency in English
This job requires use and exercise of independent judgment
AA/AS degree in Human Resources, Organization Development or a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
A minimum of 3 years’ work experience in employee training and development in a healthcare setting, highly OR a minimum of 3 years’ work experience in a healthcare call center required

Nice To Haves

BA/BS degree in a related discipline preferred
Billingual proficiency in Spanish is highly preferred

Responsibilities

Develops, coordinates and presents job training and customer service program initiatives.
Identifies quality standards for the call center and develops processes meant to evaluate training programs. Presents training in a variety of settings: Classroom, 1:1 and virtual.
Uses applicable technology to monitor both live and recorded calls to identify effectiveness and efficiency of the call center.
Organizes and conducts training on general customer relations policies and activities, as well as internal call center systems.
Establishes scripts and accents training to assist call center staff with customer communications and routine business decisions.
Maintains records of training activities and team member progress.
Analyzes data and prepares reports for quality management.
Builds annual training program and prepares lesson/training plans.
Develops or oversees the production of call center related handouts and training manuals which includes job aids, call scripts and other related documents.
Identifies ongoing training needs through department quality audits/evaluations.
Serves as primary back up for Workforce Management.
Performs other duties as assigned and modified at manager’s discretion.