Training and Quality Manager - Torrance, United States - Optum

Optum

Verified Company

Torrance, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start
Caring. Connecting. Growing together.
You'll enjoy the flexibility to work remotely
- from anywhere within the U.S. as you take on some tough challenges.

Positions in this function are primarily responsible for the effective delivery of training programs across the organization. Keeps abreast of various training delivery techniques, business processes, products and systems. May also be involved in the design process. Positions delivering operations specific training, such as Claims or Customer Service, are in the Training Delivery-Operational function.

Primary Responsibilities:

The Call Center Training and Quality Manager oversees the contact center's training and quality assurance teams. They are responsible for establishing standards governing customer interactions and implementing monitoring programs. Additionally, they lead a team responsible for designing training programs or process enhancements to address quality issues.

Here are the key responsibilities:

Quality Assurance:
Establish and maintain quality standards for customer interactions
Implement monitoring programs to evaluate call quality, adherence to scripts, and customer service excellence
Identify areas for improvement and develop strategies to enhance overall call center performance
Training and Development:
Lead a team that designs and conducts training programs for call center staff
Train new hires on product knowledge, service protocols, and customer handling techniques
Provide ongoing coaching and support to improve agent performance
Process Enhancement:
Collaborate with crossfunctional teams to identify areas for process improvement
Analyze call center protocols and procedures to enhance efficiency and effectiveness
Develop and implement process enhancements to address quality gaps
Reporting and Analysis:
Prepare regular reports on training and quality performance metrics, including call quality, response times, and customer satisfaction
Use datadriven insights to make informed decisions and drive continuous improvement

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

3+ years of experience leading a training organization in a contact center environment
Thorough knowledge of call center processes and quality assurance practices

Preferred Qualifications:

Solid communication and coaching skills
Analytical mindset for datadriven decisionmaking
Ability to collaborate with crossfunctional teams
All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyoneof every race, gender, sexuality, age, location and incomedeserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes an enterprise priority reflected in our mission._
Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law._