Manager of Training and Quality Assurance (Claims Contact Center)

The Manager of Training and Quality Assurance will be responsible for managing the Training and Quality Assurance processes for associates across the contact center. This will include management of Training and Quality personnel, process updates, and monitoring and training frequency. In addition, responsibilities include call calibrations, operational reporting to identify trends and barriers to success, and leading the development of customized new hire and on-going training to support Portfolio’s business plan and strategic initiatives.

The position will be responsible for developing annual budgets for the Training and Quality Assurance functions and managing department expenses to meet the budgetary guidelines. Additional responsibilities include interviewing, selecting, training, and managing the performance of Quality Analysts and Training staff (if needed) and ensuring that staffing is sufficient to fulfill training and monitoring obligations.

*This is a Hybrid Career Opportunity - Must be able to report to Strongsville, OH office*

Schedule: Monday - Friday 8:00 am - 5:00 pm EST (Extended Hours as needed).

Compensation: $80k-100k Annually, dependent on work experience and background: Exceptional Benefits!

Essential Functions:

• Develop annual budgets for the Training and Quality Assurance functions and manage department expenses to meet the budgetary guidelines.
• Post, interview, and select personnel as openings occur or as headcount is added based on the established QA: Associate ratios and ongoing recurrent and new-hire training needs.
• Track performance metrics relative to Training and Quality staff, both qualitative and quantitative
• Conduct performance reviews with all Training and Quality staff and develop Performance Improvement Plans for those unable to meet the performance objectives.
• Develop Training and Quality summary reports on a weekly/monthly basis to share with the rest of the organization.
• Evaluate and recommend action (uphold/deny) for any call monitoring rating disputes escalated by Quality Analysts or Supervisors.
• Based upon quality feedback, provide Portfolio with specific insights on management effectiveness, identified technology enhancements, and training needs.
• Manage process improvement for the monitoring function (including process changes, monitoring form/scoring changes, and automation changes). Coordinate changes with the quality process, not only within the quality department but also within operations (including any required modifications to new-hire training).
• Position involves procedures, methods, and activities that are documented and established however, the Manager may be required to develop ideas or report activity that may have an impact on existing systems/applications, or products, services, and procedures.

Training Specific:

• Develop and maintain the organization’s overall training program strategy and delivery approach to include new-hire, recurrent, remedial, and management training.
• Oversee development of new-hire and ongoing recurrent/refresher training to ensure consistency of content and delivery across the organization.
• Develop and maintain instructor certification process.
• Deliver training, as needed.
• Manage multiple training projects with overlapping timelines and resources to ensure efficient and effective delivery of all training-related initiatives.
• Maintain the master training schedule and database for the organization to provide historical and hierarchical tracking and the ability to map training content to the appropriate audiences as needed.
• Ensure that mechanisms for certifying training graduates are developed, utilized, tracked, and reported.
• Analyze contact center performance data to identify trends, problems, and opportunities related to training; recommend and work with the operations team to implement process improvements based on the findings of analysis, to include follow-up mechanisms for associates or groups requiring additional support or training.
• Develop and deploy communication strategies to ensure a cohesive and consistent approach to training and call center initiatives across all departments.
• Create and maintain effective and efficient methods to track training programs and participants including annual training calendars, progressive training participation, and milestone achievements.

Quality Specific:

• Develop and maintain the organization’s overall training program strategy and delivery approach to include new-hire, recurrent, remedial, and management training.
• Train selected personnel to accurately and fairly assess associate calls based on the published Quality Monitoring Guidelines.
• Design, develop and manage the bi-monthly calibration process for all auditors (Quality Analysts and/or Supervisors). This will include the following:
• Scheduling calibration meetings and space to conduct meetings.
• Identification of calls to be used during calibration process; calls should be screened in advance with appropriate scoring completed prior to calibration.
• Training and retesting of Quality Analysts who fail to meet desired calibration accuracy scores.

Supervisory Responsibilities:

• Provide direction to: Contact center Training and Quality Assurance associates.

Education and Qualification Requirements:

• Bachelors or MBA preferred, or equivalent contact center managerial experience
• Minimum of 2 years managerial experience
• Minimum of 1 year as Quality Analyst and/or Training Instructor/Developer
• Experience working in Excel and PowerPoint and ability to create trend charts/analyze performance data
• Ability to manage a geographically diverse workgroup
• Ability to plan and organize large volumes of work
• Ability to work comfortably and communicate with all levels of cross-departmental management and leadership
• Capable of a complete range of management activities (planning, organizing, staffing, directing, controlling)
• Skills in understanding, selecting, developing, and motivating people
• Strong leadership, interpersonal and consensus building skills
• Knowledge of Portfolio applications and systems
• Knowledge of Automatic Call Distributors (ACDs) and associated reports
• Knowledge of Portfolio’s automated monitoring form and associated reports
• Skill in utilizing PC applications including Microsoft Excel, Word, PowerPoint and Access
• Proven skill in writing general correspondence
• Proven skill in writing and understanding policies, procedures, and/or documentation
• Ability to conduct meetings/group discussions
• Ability to make formal presentations/speeches
• Ability to generate and manage annual budgets
• Ability to prepare and analyze quantitative statistics
• Ability to prepare reports for corporate/divisional management
• Ability to coordinate systems analysis and design to identify Portfolio systems enhancements
• Ability to implement adult learning training programs using a variety of delivery methods
• Experience in using Learning Management System (LMS) applications to administer, track, and report on training programs and house and manage training content

Work Environment and Physical Requirements:

• Requires frequent interaction with corporate and divisional management, peers, managers, and associates.
• The environment is usually predictable but may be stressful.
• Position handles information that is considered personal and confidential.
• Vision acuity required to include close vision, color vision, distant vision, and ability to adjust focus.
• Ability to grasp objects such as telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Ability to frequently sit for long periods of time.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen.