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Quality Assurance and Training Supervisor
2 months ago
UNITE HERE HEALTH is dedicated to serving over 190,000 workers and their families in the hospitality and gaming sectors across the nation. Our commitment to innovation and progress drives us to create impactful programs and benefits that empower our participants in managing their health and healthcare effectively. We invite you to explore this exciting opportunity.
Position SummaryThe Quality Assurance, Training & Support Team Supervisor will lead a team of direct reports and manage the department's Quality Assurance (QA), Training, and Member Services Support teams.
This role is essential as a subject matter expert in developing and updating training manuals, process documentation, job aids, and departmental guidelines. The Supervisor is responsible for ensuring comprehensive training and proficiency evaluations for all new hires. Additionally, this position acts as a subject matter expert regarding fulfillment vendor-related issues. The role includes providing development, training, and coaching to staff to ensure a high level of accountability and performance is maintained for our participants.
Key Responsibilities- Lead, motivate, coach, and enhance team performance while fostering the Fund's culture and mission.
- Hold team members accountable for their performance, which may involve disciplinary actions.
- Enhance operational efficiency and quality by critically assessing team processes to improve member experiences and ensure consistency in quality and production outcomes.
- Create and maintain training manuals, materials, job aids, and procedures.
- Develop and oversee a training database for tracking, reporting, and analyzing the training program.
- Manage and report on the Member Services Quality Assurance program and Support team results on a monthly basis.
- Facilitate regular quality calibration and feedback meetings.
- Allocate and cross-train team resources to achieve departmental goals.
- Ensure compliance with policies and procedures is consistently enforced.
- Exhibit the necessary expertise in technical, industry-standard, and interpersonal skills to effectively support and develop staff.
- Collaborate with business partners to ensure seamless end-to-end processes across departments.
- Engage with members and operational areas to provide education on policies and procedures.
- Plan, analyze, and assess programs and services, operational requirements, and financial constraints.
- Identify problems, develop alternative solutions, project consequences of proposed actions, and implement recommendations.
- Recommend hiring and promotion decisions, directing and evaluating employment outcomes for all assigned roles.
- Willingness to travel up to 50% for onboarding new hires and conducting training sessions.
- Minimum of 5 to 7 years of relevant experience.
- 3 to 5 years of supervisory experience.
- Ability to travel up to 50%.
- Proficient in analyzing training needs, creating and delivering training programs, and measuring corresponding ROI.
- Experience in a customer service environment, preferably within the healthcare or medical insurance sectors.
- Familiarity with Learning Management Systems (LMS) and utilizing various training tools and techniques to enhance trainee retention.
- Experience in assessing workforce training and development needs and executing training initiatives.
- Bachelor's degree in Business, Healthcare, or a related field, or equivalent work experience.
- Preferred: Certification in Corporate Training.
- Spanish bilingual skills are highly preferred.
The salary range for this position is $72,600 - $90,800. Actual salary may vary based on relevant experience, qualifications, expertise, certifications, licenses, education, time in role, peer and market data, prior performance, business sector, and geographic location.
Work ScheduleThis position typically follows a Monday to Friday schedule, consisting of 7.5 hours per day (37.5 hours per week) with a hybrid work-from-home arrangement. Extensive travel of up to 50% is required.
BenefitsWe offer a comprehensive benefits package that includes, but is not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life Insurance, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).
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