Customer Operations Quality & Training Specialist

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Customer Operations Quality and Training Specialist is responsible for training new and existing associates within the Healthcare Customer Operations group.  During training sessions, you will train on systems and processes, coach associates, and provide performance feedback to Department Managers.

Outside of training sessions, you will be responsible for continuously updating standard work and collaborating with Department Managers to develop new or revised processes.  The Customer Operations Quality and Training Specialist will also support continuous improvement projects across Customer Operations departments, identify training needs, and develop training programs.
 

Duties

• Develop and deliver training programs in Healthcare Customer Operations, focused on systems, processes, and call quality (when applicable). Create department-wide, function-specific training programs to effectively train associates in Customer Support, the Capital Value Stream, Returns, and International.  Foundation of training program will be Customer Support and include supplemental function-specific training upon Manager request.
• Coordinate and conduct 6-8 week new associate training; 2-4 week function-specific training. Ensure trainee is progressing as expected by monitoring assessments and providing performance feedback to Department Managers.  Maintain policy signoffs electronically for auditing purposes.
• Maintain existing standard work documentation and resources on SharePoint sites based on feedback from Department Managers and regular review of materials.  Ensure updates are communicated across Healthcare Customer Operations as applicable.
• Make recommendations for process improvements, identify best practices, and support continuous improvement projects owned by groups within Healthcare Customer Operations.
• Support the continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs).
• Act as a process expert for all groups within Healthcare Customer Operations.  Consider process updates holistically and collaborate cross functionally with Department Managers during process development.
• Continuously develop and improve Operations Improvement training standard work for all training programs in collaboration with Quality & Training Specialists, Senior Trainer, Quality Assurance, and Manager, Business Process.
• Collaborate with Managers outside of training sessions to review and continuously assess and improve their department’s training program.
• Participate in Kaizen events when appropriate and support the action plans that result from those events.
• Provide training to new Quality & Training Specialists in collaboration with Senior Trainer, Quality Assurance and Manager, Business Process.
• Develop new eLearning training content and revise existing content in Storyline 360 to supplement new associate training, function-specific training, and reinforcement training.
• Work within the department’s Lean tracking tools and provides data as needed for monthly documentation of performance against agreed-upon KPIs.
   

Required Experience

• Bachelor’s degree in business, adult education, organizational development, or equivalent business experience
• 2 to 4 years business experience with direct contact with Customers, Vendors, and Sales
• 2 years training experience required
• 1 to 2 years training content development in Storyline preferred
• Excellent interpersonal and relationship management skills
• Self-starter
•  

Preferred Experience

• Excellent communication skills – written, verbal and presentation
• Ability to adjust training to accommodate a variety of learning styles
• Project Management experience preferred
• Must demonstrate a high level of professionalism and integrity
• Ability to maintain composure under pressure and demonstrate a “can do” attitude
• Teamwork 
   

 

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention.  WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquirie