Customer Solutions Center Training and Quality Coordinator (Remote)

Responsible for curriculum design and development for contact center teams which includes workflows, policies and technical applications. This includes ensuring the curriculum meets the needs of all stakeholders. Develops training solutions that incorporate a variety of methods for effective delivery. Updates training to incorporate upgrades and updates to system applications, department policies and workflows and develops effective ways to deliver upgrade/update information to current staff. Evaluates course offerings and resolves barriers to learning. This role is responsible for training new staff to use contact center tools: to deliver excellent customer service; deal with difficult callers and on all department procedures. The Training and Quality Coordinator will also design, implement and maintain a Quality Program focused on embedding trained technical and soft skills, consisting of recurring quality management reviews of customer encounters. The Training and Quality Coordinator will work with all levels of leadership to identify and improve training needs, develop new curriculum and maintain quality programs. The training quality coordinator will also be responsible for individual and team performance reporting to contact center leadership.

• Develops training solutions that incorporate a variety of methods for effective delivery.
• Updates training to incorporate upgrades and updates to system applications, department policies and workflows and develops effective ways to deliver upgrade/update information to current staff.
• Evaluates course offerings and resolves barriers to learning
• Ensures curriculum meets the needs of all stakeholders
• Works collaboratively with all levels of leadership to identify training needs and develop/update curriculum
• Teaches/facilitates classes, both in person and virtually
• Responsible for maintaining knowledge management tools and ensuring the most up to
• date information and processes are reflected
• Develops and maintains a Quality Program focused on embedding and evaluating trained technical and soft skills. Conducts consistent and recurring quality management reviews of customer encounters. Reports individual and team quality performance to operational leadership.
• Manages error reporting system. Uses errors to identify trends and partners with contact center operational leaders and key stakeholders to enhance training curriculum and delivery.

REQUIRED

• Bachelor’s degree in healthcare education design or business or a minimum of 2 years related experience
• Previous experience in creating and delivering training content
• One or more years of customer service experience in a contact center
• Knowledge of a contact center in a healthcare environment
• Experience with EPIC or other medical records software

PREFERRED

• Master’s degree in Instructional Design and Education