Manager of Training and Quality Assurance (Claims Contact Center)

Description

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 as