Director, Contact Center Quality Management

If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.

The department of UHealthConnect has an exciting opportunity for a full-time Director, Contact Center Quality Management (QM) & Training. The Director, Contact Center Quality Management (QM) & Training drives the ongoing development and implementation of the training and quality management program for UHealthConnect contact center. Moreover, the incumbent provides leadership, strategic direction, and alignment for a comprehensive training and quality assurance program that supports throughout multiple areas of the university’s health enterprise. Responsibilities include developing and guiding teams to actively build the organization’s capacity to educate, train, monitor, and coach staff to deliver experiences that drive brand loyalty and high customer satisfaction. The director creates and implements ongoing developmental programs that will ensure organizational performance metrics meet or exceed set goals. The Director for QM & Training oversees a systematic approach to delivering industry standard training and provides operational solutions, while ensuring best practices and overseeing business process integration. The incumbent is a change leader in the organization and ensures effective communication. Further, this employee participates in the development, review, and maintenance of end-to-end workflow integration and provides customer-aligned solutions to both end users and key stakeholders.

CORE FUNCTIONS

• Provides UHealthConnect leadership with clear, concise, and timely performance goals and roadmaps.
• Has expert knowledge of numerous system/applications: clinical (Epic), performance (AmplifAI, NICE QM) and telephonic (NICE CXOne), and understands business processes and end user acceptance needs.
• Defines performance targets for all contact center workflows and identifies gaps in performance or systems.
• Manages end-user communication strategies to build awareness and acceptance.
• Directs the efforts of others in the achievement of the strategic and operational objectives of the group, including improving training, quality assurance and contributing to business metrics.
• Establishes and continuously assesses the effectiveness of internal controls within the unit and compliance with university policies and procedures.
• Ensures user requirements are successfully translated into technology-enabled solutions or agent friendly processes that translate directly to customer satisfaction.
• Collaborates with Epic team, TOD department and multiple systems vendors to ensure training & support for end-users.
• Ensures training program(s) and quality assurance processes, resources, and tools meet company and customer objectives.
• Uses industry standards for quality auditing and call center agent performance scorecards.
• Facilitates the implementation across the organization of a robust customer experience management tool that uses industry-leading Net Promoter Score (NPS) technology. Implements best practices in quality assurance and coaching and aligns performance measures.
• Oversees quality assurance auditing, coaching, and training teams to bridge gaps which promotes a highly motivated, skilled customer focused workforce.
• Conducts internal quality audits, provides training for quality coaching, and oversees calibration of analyst, trainers, and supervisors.
• Directs the learning strategy and oversees the development of the corresponding learning curricula for all levels of employee training.
• Directs the training team to build internal learning modules and utilize external customer training tools.
• Oversees the planning of course design, delivery, and support documentation.
• Coordinates training resources for system testing, simulations, go-lives, and end users.
• Identifies and recommends appropriate training delivery methods based on project needs.
• Creates and facilitates learning development plans that provides project teams with a “road map” for training.
• Oversees e-learning curriculum using various industry tools.

Department Specific Functions

• Oversees team of Supervisors, Instructional designers, Trainers, and Quality Analysts to ensure content accuracy, client satisfaction and adherence to UM policies and procedures.
• Collaborates with Epic team, TOD department and other training vendors to ensure best practices are in place for entire employee lifecycle.
• Oversees departmental communications that ensure employees feel engaged, informed and collaborative.
• Provides subject matter expertise on systems, applications and processes that improve contact center operations.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

• Bachelor’s or Master’s degree in relevant field preferred
• Certification in relevant specialty or field a plus
• Minimum 10 years of relevant experience in quality management, training, or related field

Knowledge, Skills, and Attitudes:

• Strong leadership and communication skills
• Knowledge of business and management principles.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals, and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop, and train others.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.