Training & Quality Assurance Specialist
📋 Role Overview & Responsibilities
Job Title: Training & Quality Assurance Specialist
Schedule: M-F 8.30-5pm
Pay: $22 –��$25
Location: Lawrence MA
Position Summary: Under the general direction of the Customer Support Center Leadership, the training and quality assurance specialist is responsible for the development, maintenance and delivery of training material for Customer Support Center and Referrals departments. Premier customer service is the goal for this role. This individual develops, analyzes, maintains, and oversees quality improvement models to increase patient care outcomes. They support the employees to enable their individual progress and success.
Job Responsibilities
Develop curriculum and conduct training for new and existing staff on the systems, processes and procedures for the Customer Support Center and Referrals DepartmentDevelop and maintain detailed policy and procedure manuals for all Customer Support Center/Referrals functions.Identifies team wide areas of opportunity and recommends appropriate corrective actions.Monitors effectiveness of training program, resources, and enablement tools.Responsible for analyzing data, formulating recommendations, and creating effective, actionable materials to present to a variety of audiences.Participates in quality improvement activities related to individual, team, and organizational performance improvement.Mentor staff, provide developmental feedback utilizing training sessions and call observationsTravel between sites will be required
Education
Associates Degree in Business or related field preferred, combination of education and experience will be considered
Qualifications
Bilingual Spanish/English preferredStrong analytical skills.Exceptional oral and written communication skills.Ability to work equally well under supervision and independently.Excellent interpersonal, communication and presentation skills.
Experience
Prior training, development, or enablement experience requiredMedical/Health Center experience preferredProficient with Windows, Excel and PowerPointExperience with Electronic Medical Record SystemsTraining certifications preferred
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This position is located in Methuen, MA with potential relocation and sponsorship assistance depending on candidate qualifications.
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