OVERVIEW/GENERAL PURPOSE OF POSITION
Our operational training and quality teams are supporting all Convey verticals, ensuring employee readiness and development to provide excellent member experience.
The Director of Operational Training and Quality Assurance shall work with the service delivery team to ensure processes are aligned to the overall goal in providing excellent customer experience. Process improvements including process changes, tools redesign, and other initiatives
Operational Training
- The team is responsible in delivering new hire and development (uptraining/refresher) trainings as required by Operations.
- Trainings are delivered in multiple set-ups like face-to-face/classroom, virtual/online training, self-paced learning/CBT.
- Expected to provide meaningful insights on training opportunities by working with Operations in identifying gaps that require further learning.
Quality Assurance
- Team responsible in auditing calls handled and transactions processed by employees from both Convey as well as vendors and score based on agreed scoring system.
- Work with operations to establish quality assurance process for both call and non-call.
- Provide trends and deep-dive analysis for operations to help identify knowledge gaps.
- Deliver trainings to roll-out quality assurance process to both existing and newly hired employees.
- Work with the training team to develop up-training programs to mitigate identified gaps from quality scoring.
This position is responsible for managing both training development and delivery within Convey Health Solutions. In addition, this individual is responsible to provide the organization with value add data to highlight the return on investment for training programs, whether created and delivered by the Convey team or a Business Partner.
This position is also responsible for Operational Quality and Process Improvement but is not limited to design of quality tools and processes, promote initiatives for operational excellence.
This position works closely with all divisions within Convey and with Convey clients.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Results Orientation
- Meeting training and quality delivery goals using various delivery methodologies.
- Deliver reports required as part of contractual requirements and organizational commitments. Reports include, but not limited to, training results, gap analysis including recommendations, impact of training, proactive analysis of current production with recommendations, trainer performance, development performance. For Quality, includes quality reports, root cause analysis, and other process improvement projects.
Technical Expertise
- Expert knowledge of the four levels of training evaluation and the ability to present and articulate the impact of training
- Training Delivery & Quality Evaluation
- Training Development proven experience in curriculum development including instructor led training, self-study, and CBTs.
- Quality development proven experience in scorecard design and periodic evaluation. Other tools for quality assessment, voice analytics and other performance tools.
- Team Member Development proven experience in assessing and building Training and Quality organizations.
- Root Cause Analysis proven experience in analyzing production to understand gaps and present possible solutions.
Business Acumen
- Government Regulations/Healthcare compliance: Understanding of government regulations, adhering to regulations and requirements, auditing to predetermined regulations to ensure the business is compliant
Strategic Leadership
- Ensure that Training is achieving delivery, graduation, performance, and productivity goals while meeting budget goals
- Assessing current Training and Quality Programs to ensure they align with client and organizational expectations, and assessing QA attributes align with achieving other performance metrics
- Ensure all areas maintain their policies, procedures and training to ensure new/updated guidance is incorporated accordingly (annually, quarterly, or ongoing when significant changes are required)
- Detect actions or business processes that may be malfunctioning and/or where the business is not meeting its regulator's expectations in an end-to-end manner and Drive problem resolution with business leaders across the business segment
Effective Relationships
- Interact with Convey clients and represent Convey as the Training & Quality expert
- Interact with internal Convey leaders and team members as the Training & Quality expert
- Interact and manage specific vendors that provide services to Convey Health Solutions
OTHER DUTIES AND RESPONSIBILITIES
- Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company
- Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company
- Responsible for performing other duties and responsibilities as required
EDUCATION AND EXPERIENCE
- Bachelor's degree required.
- Ten (10) years of experience in developing and managing end-end Training programs (development delivery evaluation improvement) including classroom, self-study, and training modules for new hires & existing employees and extensive experience in Quality operations.
- Ten (10) years of experience in a Contact Center environment with demonstrated experience of driving performance improvement against multiple metrics.
- Five (5) years of experience working in a government, financial, or healthcare regulated environment preferred.
- Certification/Accreditation in Learning and/or Process Improvement discipline (such as Six-Sigma).
- Knowledge of Medicare MAPD/PDP products, systems, operations and processes, preferred.
- Demonstrated ability to influence and lead successful initiatives with matrix partners and/or multiple levels of the organization.
