Job Description

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Client is looking for a Director, Training & Quality Assurance to direct activities related to the training, quality assurance, knowledge management programs. This role will develop the strategy and implement, lead, and champion the quality process and training programs for the shared services areas of Operations, as well as establish and maintain a system that evaluates the quality of consumer experience. This role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved.

The Director, Training & Quality Assurance reports to the VP, Member Services and supports all operation areas of Customer Service, Enrollment & Billing and Claims Administration. This position is located at the corporate headquarters in Meridian, Idaho and will work onsite. #LI-Onsite.

To be considered for this opportunity, you have:

Experience: 10 years' of corporate training development, quality assurance, or related experience, to include management experience.

Education: Bachelor's Degree or equivalent work experience (Two years' relevant work experience is equivalent to one-year college)

To be successful in this role, you have the following Knowledge, Skills & Abilities:

Knowledge of:

• Adult learning principles and training methodologies
• Training resource utilization and planning methods
• Design and execution of learning programs
• Evaluating training programs and Contact Center performance
• Contact Center environment and employee dynamics
• Back-office processing functions and training requirements
• Quality assurance programs, metrics and analytics

Skills:

• Strong collaboration and business insight
• Strong people leadership experience
• Excellent verbal and written communication
• Excellent motivational and staff recognition

Ability to:

• Collaborate with others to obtain effective working relationships and outcomes
• Design and implement continuing education to improve employee performance
• Develop coaching and leadership courses for front-line leaders and Managers
• Design Computer Based Training to augment in-classroom training
• Create remote learning courses and methods to evaluate performance
• Design and develop effective and efficient training for small back-office classes, i.e., Claims processing and member enrollment

In this role, we will ask you to:

• Ensure metrics relative to training and quality are reviewed and propose areas for improvement to department management.
• Lead all aspects of the development and delivery of formal education processes for new hires and ongoing training needed for all employees.
• Evaluate training program effectiveness, thought analysis of survey feedback and quality review outcomes, revising programs accordingly.
• Ensure documentation for knowledge management is up to date and consistent for Customer Service, Enrollment & Billing, and Claims Administration.
• Provide direction for new and ongoing training and quality assurance initiatives.
• Accountable to build, update, and implement a Quality and Training Plan as well as be responsible for the program.
• Review, evaluate, and report operations results to overall and individual performance against established standards and samplings. Provide feedback, conduct process reviews, and analyze metrics that identify areas of improvement. Develop and implement process improvement plans.
• Coordinate the review and response to Internal Audit findings.
• Facilitate the design, planning, and implementation of training aligned with the objectives and strategies of the operational areas.
• Assist in preparing an annual operating budget that reflects the forecasted needs of the department and control expenditures to assure adherence to approved budgets.
• Ensure effective workflows, improve system efficiencies, monitor quality performance measures and confirm appropriate completion of work assignments. Lead change as appropriate.
• Collaborate with functional management to assess ongoing and future training and development needs, as well as, the effectiveness of current training programs.
• Participate in training, coaching and motivation of employees including career path development. Assess individual employee performance and conduct timely performance appraisals.
• Approve new training techniques and suggest enhancements to existing training programs.
• Be responsible for and establish relationships with vendors to provide additional outside training programs
• Perform other duties and responsibilities as assigned.

Job Type: Full-time

Pay: $135,000.00 - $180,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Are you near or local to the Meridian, ID area ?

Experience:

• corporate training development: 10 years (Required)

Work Location: In person

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