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

We’re unique. You should be, too. We’re changing lives every day—for both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy? We’re different than most primary care providers. We’re rapidly expanding and need great people to join our team.

About the role

The Quality & Training Specialist in the Solution Center is responsible for regular quality audits as well as the training of new hires and individual team members. This role designs and conducts training programs to enhance employee workplace performance and competencies. The incumbent conducts quality audits, coaches team members to achieve quality expectations, evaluates and maintains departmental training resources, performs root cause analysis, and presents findings to leadership.

Responsibilities

• Develops, coordinates, and presents job training and customer service program initiatives.
• Identifies quality standards for the call center and develops processes to evaluate training programs.
• Presents training in a variety of settings: classroom, one-on-one, 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, including job aids, call scripts, and other related documents.
• Identifies ongoing training needs through department quality audits and evaluations.
• Serves as primary backup for Workforce Management.
• Performs other duties as assigned and modified at manager’s discretion.

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 and 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 leadership.
• 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 evenings, weekends, and/or holidays as needed.
• Spoken and written fluency in English.
• Use and exercise of independent judgment.

Qualifications

• AA/AS degree in Human Resources, Organization Development, or a closely related field required. Additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis.
• BA/BS degree in a related discipline preferred.
• Bilingual proficiency in Spanish is highly preferred.
• A minimum of 3 years’ work experience in employee training and development in a healthcare setting, or a minimum of 3 years’ work experience in a healthcare call center required.

Pay

Pay range: $54,358 – $77,655 annually. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for bonuses or commissions.

Benefits

Comprehensive benefits, career development, and advancement opportunities are available. For more details, visit ChenMed Benefits.