Manager Training and Quality
Work Schedule/Days:
Day / Monday - Friday
Employment Type:
Full-Time
Location:
Support I
Requisition #:
76145
JOB SUMMARY
Manages a team responsible for onboarding, educating, monitoring, coaching and maintaining online support tools for Access Staff.
Together with Access leadership team, develops and implements learning and performance support strategy to develop and maintain knowledge, skill and ability of Access staff.
Develops processes that support staff development and performance, including quality assurance, education, electronic performance support, etc. Assesses and ensures all learning programs support adult learning principles and are aligned to unit goals and objectives; evaluates effectiveness and makes corresponding improvements.
Continually explores best ways to provide learning within the Contact Center, including classroom, virtual, on-the-job, computer-based training (CBT), etc. Leverages partnerships with Children s Learning Services Department. Designs performance support materials (Knowledge Management System) and quality programs to drive application and sustainment of learning and improvement. Facilitates contact center learning content as needed, Manages outstanding issues related to the quality program and reports impacts as needed
EDUCATION
- Bachelors degree
CERTIFICATION SUMMARY
NA
EXPERIENCE
- Minimum of three years of relevant experience
- Experience in contact center operations
- Advanced knowledge in adult learning and pedagogy
- Org development or related experience
- Change management experience
- Quality assurance experience
- Experience as facilitator of excellence initiatives
- Experience in building and developing a high performing team
PREFERRED QUALIFICATIONS
KNOWLEDGE SKILLS & ABILITIES
- Demonstrated outstanding customer service experience
- Demonstrated passion for adult learning
- Excellent communication, organizational and interpersonal skills
- Proven aptitude for problem-solving and strategic thinking
- Able to function in a dynamic environment subject to change based on priorities and performance results of the contact center
- Able to communicate well and present findings verbally and via presentations
- Able to multitask, works well independently and within teams
- Able to partner across department boundaries and effectively leverage system resources
JOB RESPONSIBILITIES
- Manages a team responsible for onboarding, educating, monitoring, coaching and maintaining online support tools for Access Staff.
- Together with Access leadership team, develops and implements learning and performance support strategy to develop and maintain knowledge, skill and ability of Access staff.
- Develops processes that support staff development and performance, including quality assurance, education, electronic performance support, etc.
- Assesses and ensures all learning programs support adult learning principles and are aligned to unit goals and objectives; evaluates effectiveness and makes corresponding improvements.
- Continually explores best ways to provide learning within the Contact Center, including classroom, virtual, on-the-job, computer-based training (CBT), etc. Leverages partnerships with Children s Learning Services Department.
- Designs performance support materials (Knowledge Management System) and quality programs to drive application and sustainment of learning and improvement.
- Facilitates contact center learning content as needed
- Manages outstanding issues related to the quality program and reports impacts as needed
- Scalable, ongoing employee training program to meet needs of new contact center
- Scalable quality assurance program that is part of continuous operations of the contact center
- Culture of sustainable improvement in quality and learning
- Easy to navigate, scalable, routinely updated Knowledge Management System
SYSTEM RESPONSIBILITIES
Safety:
Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.
Compliance:
Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.
PHYSICAL DEMANDS
Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistanceBending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)Climbing - Occasionally (activity or condition exists up to 1/3 of time)Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.Lifting - Occasionally (activity or condition exists up to 1/3 of time)Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)Sitting - Frequently (activity or condition exists from 1/3 to 2/3 of time)Standing - Frequently (activity or condition exists from 1/3 to 2/3 of time)Walking - Frequently (activity or condition exists from 1/3 to 2/3 of time)WORKING CONDITIONS
No potential for exposure to blood and body fluids
About Us:
Children s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children s is dedicated to making kids better today and healthier tomorrow.
With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children s offers access to more than 60 pediatric specialties and programs and is ranked among the top children s hospitals in the country by U.S. News & World Report.
Children s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow.
Have questions about the recruitment process? Check out What to Expect.
Address:
1575 Northeast Expressway, Bldg 1, Atlanta, GA 30329
Function:
Quality - Quality
|
|
 | |
