LEARNING & QUALITY SPEC PRN

2 weeks ago

NJ United States Cooper University Health Care Full time
About us

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to its employees by providing competitive rates and compensation, a comprehensive employee benefits programs, attractive working conditions, and the chance to build and explore a career opportunity by offering professional development.

 

Discover why Cooper University Health Care is the employer of choice in South Jersey.

 

 


Short Description

The Patient Access Center seeks an enthusiastic, creative, and passionate professional to serve as Learning and Quality Specialist dedicated to staff development in the Center.

 

Will work in collaboration with Access Center management and Cooper business leaders to support training and job performance.  In addition, this professional will also coordinate the development, maintenance and evaluation of quality monitoring procedures and processes.

 

Design, develop, deliver, update, and evaluate varied learner materials for frontline new-hire, refresher, informational, or career development purposes. He/she will be responsible for call quality initiatives and facilitate calibration sessions in support of supervisors.   


Experience Required

2-3 years’ experience in a Contact Center environment with demonstrated experience in both a learning and quality capacity preferred

 

Must have experience in calibration exercises, coaching, and feedback; must exhibit patience, empathy, and other rapport building skills. 

 

Must have demonstrated expertise in the creative design, development, and delivery of training to an adult audience

 

Experience within a medical or Healthcare environment is highly recommended.

 

Must be able to articulate and demonstrate an instructional/informational design methodology.

 

Must be knowledgeable of key Contact Center concepts and practices, including: systems, call routing, contact channels, types of customer transactions, workforce management, reporting, performance measurements, quality initiatives, coaching and mentoring, staff development, and the unique demands of frontline staff. 

 

Must be learner-focused, with the ability to develop targeted materials based on learner preferences, characteristics, competencies, etc.

 

Must possess strong instructional design abilities - via experience or education -especially related to needs assessment and customized development for varied learners; knowledge of a performance-based instructional methodology is preferred.

 

Must have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way; a terrific sense of graphic design is a plus.

 

Must be a high-performing and facile PC user and an expert in the Windows Office Suite (specifically PowerPoint™ and Word™).

 

Must possess solid classroom delivery skills related to motivating and capturing the attention of adult learners within a Contact Center environment; must display high energy, confidence, a sense of fun, and the desire to provide a unique and memorable learning experience. (Presentation required)

 

Must be aware of and knowledgeable in the latest training and performance trends, including alternative media and approaches; must be able to articulate this knowledge.

 

Must be task-, team-, and deadline-oriented; must be a team player.

 

Must have demonstrated experience in communicating effectively with all levels of Management and Associates.

 

Must be able to work varied hours as business needs change.

 

 


Education Requirements

Bachelors preferred

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