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Lead and manage Training facilitator(s) and Quality Auditor(s) and/or efforts across one or more countries and business segments. Responsible for overseeing the development, delivery, and evaluation of customer service training and quality programs, ensuring the quality of these programs meets regulatory and industry standards.
Job Responsibility
Lead and manage Training facilitator(s) and Quality Auditor(s) and/or efforts across one or more countries and business segments
Overseeing the development, delivery, and evaluation of customer service training and quality programs, ensuring the quality of these programs meets regulatory and industry standards
Lead and manage training facilitators and quality auditors(s) supporting multiple business segments and countries
Provide coaching and feedback to training facilitators and quality auditors
Conduct regular observations of training sessions and quality audits to ensure compliance with training and quality standards
Oversee the development, delivery, and evaluation of the training and quality programs to meet the needs of our employees and customers
Develop and manage the department's budget, track and monitor expenses
Create and deliver engaging and interactive training materials, including presentations, handouts, and online resources
Collaborate with subject matter experts to ensure training content is accurate and up-to-date
Review and approve training and quality evaluation materials
Develop and implement evaluation methods to assess the effectiveness of programs
Analyze data and provide recommendations for improving training programs
Requirements
Bachelor’s degree in a related field, or equivalent training experience
Minimum 5 years of experience in Training and Development, with a focus on adult learning
Minimum 3 years of experience in customer service quality and auditing
Working budget and P&L financial acumen
Strong knowledge of adult learning principles and best practices
Strong analytical and problem-solving skills
Previous experience in a customer-facing role
Certified Professional in Learning and Performance (CPLP) or Certified Training Professional (CTP) certification preferred
Certified Quality Auditor or Certified Internal Auditor
Excellent communication and interpersonal skills
Ability to design and deliver training programs using various modalities, including on-site and virtual training
Knowledge of the healthcare industry
Bilingual or multilingual skills
Nice to have
Certified Professional in Learning and Performance (CPLP) or Certified Training Professional (CTP) certification preferred
Certified Quality Auditor or Certified Internal Auditor
Bilingual or multilingual skills
What we offer
Medical and dental coverage that start on day one
Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
Flexible Spending Accounts
Educational assistance programs
Time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave