Director, Contact Center Quality Management and Training

5 days ago

Medley, Florida, United States University of Miami Full time
Job Summary

We are seeking a highly skilled and experienced Director, Contact Center Quality Management and Training to lead our quality management and training programs. The successful candidate will be responsible for developing and implementing comprehensive training and quality assurance programs that support the delivery of exceptional customer experiences.

Key Responsibilities
  • Develop and implement ongoing developmental programs to ensure organizational performance metrics meet or exceed set goals.
  • Provide leadership, strategic direction, and alignment for a comprehensive training and quality assurance program that supports multiple areas of the university's health enterprise.
  • Oversee a systematic approach to delivering industry-standard training and provide operational solutions, while ensuring best practices and overseeing business process integration.
  • Collaborate with Epic team, TOD department, and other training vendors to ensure best practices are in place for the entire employee lifecycle.
  • Establish and continuously assess the effectiveness of internal controls within the unit and compliance with university policies and procedures.
  • Ensure user requirements are successfully translated into technology-enabled solutions or agent-friendly processes that translate directly to customer satisfaction.
  • Direct the learning strategy and oversee the development of the corresponding learning curricula for all levels of employee training.
  • Oversee the planning of course design, delivery, and support documentation.
  • Coordinate training resources for system testing, simulations, go-lives, and end-users.
  • Identify and recommend appropriate training delivery methods based on project needs.
  • Create and facilitate learning development plans that provide project teams with a 'road map' for training.
  • Oversee e-learning curriculum using various industry tools.
Requirements
  • Bachelor's or Master's degree in a relevant field preferred.
  • Certification in a relevant specialty or field a plus.
  • Minimum 10 years of relevant experience in quality management, training, or a related field.
  • 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.
What We Offer

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 is South Florida's only university-based health system, providing leading-edge patient care powered by groundbreaking research and medical education at the Miller School of Medicine.

We are proud to serve South Florida, Latin America, and the Caribbean, with physicians representing more than 100 specialties and sub-specialties, and over one million patient encounters each year.

Patient safety is a top priority, and we require all employees who provide ongoing services to patients to have an annual influenza vaccination.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply.

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