Manager Training and Quality

The Manager of Training and Quality is responsible for developing and managing a quality monitoring and audit program that supports Patient Services quality goals.  Oversees quality work and supervises the day-to-day activity of the Quality Auditors. This role also oversees training operations which includes ensuring trainers are available and prepared to execute new hire and employee developmental training, also responsible for updating quality management audit documents as needed and communicating procedural changes to trainers to update training material.

Specific duties include, but are not limited to:

• Develop and maintain an auditing framework and standards that support quality goals related to customer interaction, electronic documentation accuracy and company goals. Analyze quality trends and identify opportunities to improve quality.
• Facilitates calibration meetings regularly with auditors, supervisors, and trainers to gain consensus on the auditing approach and ensure consistent coaching and feedback across all employees.
• Reviews new policies and procedures, keeping up to date on all new content based on new initiatives, services, other business changes and market trends. Initiates and ensures completion of necessary changes to quality and training documentation as needed.
• Oversee quality programs and a team of auditors to ensure they are trained and are accountable for meeting audit targets necessary for the teams supported.
• Reviews training schedules and assigns trainers accordingly and validates that all resources for training execution are available.
• Regularly coaches both auditors and trainers towards mastery in their roles.

Position Requirements:

• Bachelor’s Degree in Adult Education, Organizational Development or equivalent experience preferred.
• 3+ years in a call center environment, training role, directly managing, and coaching employees.
• Demonstrated knowledge of quality assurance and continuous improvement concepts, procedures and best practices.
• Use of Call Recording and Speech Analytics application.
• Strong communication and multitasking skills.
• Ability to collaborate with all levels of the organization.
• Demonstrated leadership and good judgment.
• Excellent written and verbal skills.
• Proficient computer skills working with MS Office and using Web Based Applications.
• 10% Travel may be required.

Physical Requirements:

Standard office environment.

More than 50% of the time:

• Sit, stand, and walk.
• Repetitive movement of hands, arms and legs.
• See, speak, and hear to be able to communicate with patients.

Less than 50% of the time:

• Stoop, kneel or crawl.
• Climb and balance.
• Carry and lift 10-20 pounds

Residents living in CA, NY, Jersey City, NJ, WA and CO click here to view pay range  information.

Akumin Operating Corp. and its divisions are an equal opportunity employer and we believe in strength through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, age, race, religion, color, national origin, sex, sexual orientation, gender identity & expression, status as a protected veteran, or disability.