University of Southern California (USC)
Manager, Access Center Quality & Training - Access Center - Full Time 8 Hour Day
University of Southern California (USC), Alhambra, California, us, 91802
The Access Center Quality & Training Manager is responsible for development, implementation and oversight of Access Center Quality and Training, which includes recruitment and retention, quality assurance and training for the department. They will collaborate with multiple internal and external stakeholders to ensure the department stays current with new technologies, quality standards and training needs. The manager is accountable for supporting efforts to achieve critical KPI's through robust quality and training support. They are accountable for Quality and Training through modern frameworks, as well as having processes and governance in place to ensure the team is compliant at all times. This role is responsible for oversight of staff as it relates to quality and training.Essential Duties:Quality Assurance:
Leads strategic planning, development, deployment and oversight of the Quality Assurance program for the Access Center. Creates a comprehensive Quality Assurance (QA) program which evaluates the performance of team members to ensure an efficient and positive caller experience.Establishes a comprehensive QA program to create a continuous feedback system in which training opportunities are identified and addressed.Demonstrates knowledge of access/call center industry trends and performance standards.Provides tracking, analysis and reporting of call center quality and training metrics. Uses performance metrics as key driver in development of ongoing or just in time training.
Training:
Effectively develops, documents, implements, and monitors the training program for the department. Develops educational content utilizing appropriate training methods and tools to support a high performing team.Produces efficient and effective training programs to accommodate virtual and premise-based delivery models. Enhances and updates course materials and training manuals to meet specific training needs.Initiates, explores, and promotes the development and implementation of new/revised processes or workflows leveraging new/existing technologies supporting ongoing efforts in efficiency.Continually assesses quality of training program and updates/improves training program to align with organizational and departmental initiatives and campaigns.Ensures training aligns with department and enterprise initiatives and goals. Develops appropriate quality assurance metrics to measure impact of training.Oversees training specific to implementation of new telephony and technology to support achievement of Access Center operational goals.
Management:
Supports the department in evaluating the business impact(s) of new technology and other business solutions.Collaborates with managers and clinic leadership to identify training and quality opportunities. Support clinics leaders in development of quality assurance programs as applicable which can be owned and led by the clinics.Regularly reviews policy and process changes impacting training documentation to ensure alignment with operational practices.
Departmental Development:
Works actively with Human Resources in the talent selection process to ensure the right fit of talent is brought into the organization.Oversee all departmental processes related to new hire selection and onboarding, including pre-employment interviews, EH clearance, RUFA completion, systems access, etc.Develops a comprehensive onboarding and training plan for all new hires.Empowers the team to take ownership of achieving training goals. Creates an environment where engagement, teamwork, and collaboration are core values.
Other duties and tasks as assigned.Required Qualifications:Req Bachelors Degree in related field (healthcare, education, business, etc.)Req 5 years Customer service experience in a healthcare setting including experience with the following: training, quality assurance, telephonic technology, business analytics and reporting.Req 3 years Supervisor/manager experience, directly related to a call center, or operations role. Including progressive experience in quality and training programs.Req Excellent written and verbal communication skills; Superior communication, presentation and organizational skills.Req Strong knowledge of learning best practices.Req Ability to develop appropriate strategies to meet set targets.Req Excellent analytical, problem-solving, planning and evaluation skills.Req Excellent customer service and relationship building skills.Req Demonstrated ability to maintain an excellent internal and external customer service at all times.Req Ability to multi-task and prioritize tasks.Req Ability to develop and present information in order to drive decisions and action.Req Demonstrated team-centric focused work ethic.Req Solid proficiency with Microsoft PowerPoint and Word; experience with an e-learning software.Req Possess the tact necessary to deal effectively with patients, providers, and employees, while maintaining confidentiality.
Preferred Qualifications:Pref Masters degree in related field preferred.Pref Certification - Job Relevant Certified Quality Assurance Professional Certification.
Required Licenses/Certifications:Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
The annual base salary range for this position is $95,680.00 - $158,230.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidates work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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Leads strategic planning, development, deployment and oversight of the Quality Assurance program for the Access Center. Creates a comprehensive Quality Assurance (QA) program which evaluates the performance of team members to ensure an efficient and positive caller experience.Establishes a comprehensive QA program to create a continuous feedback system in which training opportunities are identified and addressed.Demonstrates knowledge of access/call center industry trends and performance standards.Provides tracking, analysis and reporting of call center quality and training metrics. Uses performance metrics as key driver in development of ongoing or just in time training.
Training:
Effectively develops, documents, implements, and monitors the training program for the department. Develops educational content utilizing appropriate training methods and tools to support a high performing team.Produces efficient and effective training programs to accommodate virtual and premise-based delivery models. Enhances and updates course materials and training manuals to meet specific training needs.Initiates, explores, and promotes the development and implementation of new/revised processes or workflows leveraging new/existing technologies supporting ongoing efforts in efficiency.Continually assesses quality of training program and updates/improves training program to align with organizational and departmental initiatives and campaigns.Ensures training aligns with department and enterprise initiatives and goals. Develops appropriate quality assurance metrics to measure impact of training.Oversees training specific to implementation of new telephony and technology to support achievement of Access Center operational goals.
Management:
Supports the department in evaluating the business impact(s) of new technology and other business solutions.Collaborates with managers and clinic leadership to identify training and quality opportunities. Support clinics leaders in development of quality assurance programs as applicable which can be owned and led by the clinics.Regularly reviews policy and process changes impacting training documentation to ensure alignment with operational practices.
Departmental Development:
Works actively with Human Resources in the talent selection process to ensure the right fit of talent is brought into the organization.Oversee all departmental processes related to new hire selection and onboarding, including pre-employment interviews, EH clearance, RUFA completion, systems access, etc.Develops a comprehensive onboarding and training plan for all new hires.Empowers the team to take ownership of achieving training goals. Creates an environment where engagement, teamwork, and collaboration are core values.
Other duties and tasks as assigned.Required Qualifications:Req Bachelors Degree in related field (healthcare, education, business, etc.)Req 5 years Customer service experience in a healthcare setting including experience with the following: training, quality assurance, telephonic technology, business analytics and reporting.Req 3 years Supervisor/manager experience, directly related to a call center, or operations role. Including progressive experience in quality and training programs.Req Excellent written and verbal communication skills; Superior communication, presentation and organizational skills.Req Strong knowledge of learning best practices.Req Ability to develop appropriate strategies to meet set targets.Req Excellent analytical, problem-solving, planning and evaluation skills.Req Excellent customer service and relationship building skills.Req Demonstrated ability to maintain an excellent internal and external customer service at all times.Req Ability to multi-task and prioritize tasks.Req Ability to develop and present information in order to drive decisions and action.Req Demonstrated team-centric focused work ethic.Req Solid proficiency with Microsoft PowerPoint and Word; experience with an e-learning software.Req Possess the tact necessary to deal effectively with patients, providers, and employees, while maintaining confidentiality.
Preferred Qualifications:Pref Masters degree in related field preferred.Pref Certification - Job Relevant Certified Quality Assurance Professional Certification.
Required Licenses/Certifications:Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
The annual base salary range for this position is $95,680.00 - $158,230.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidates work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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