Quality Assurance and Training Specialist

About Us::

A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values: lead with heart, cultivate trust, go beyond.

Position Summary::

The Quality Assurance and Training Specialist will develop comprehensive learning modules and deliver training to new and existing staff members using diverse training methods (e.g. e-learnings, on-the-job coaching, etc.), which will help to improve the Contact Center's proficiency. Trainings will include, but are not limited to, new referral processes, initial intakes of a case, ongoing record maintenance, caregiver credentialing requirements, customer service, workflow and data integrity. Working closely with management, this role will identify training needs and skill gaps, crafting targeted content to address these gaps as needed. The Quality Assurance and Training Specialist will monitor the efficacy of trainings provided and will review calls for quality, consistency, and coaching purposes.

What You Will Do::

• Develop learning modules to improve the Contact Center's proficiency with internal case management system processes and customer service practices
• Facilitate training through a variety of delivery methods to meet the needs of diverse learning styles; includes virtual classroom instruction, on-line training, and on-the-job coaching for 1:1 and group learning
• Work with management to identify skill and/or knowledge gaps; develop training content in response to identified needs and provide coaching, support and mentorship to staff as needed
• Evaluate, assess and measure trainings routinely and improve programs as needed
• Create and maintain training calendar to ensure priority needs are met and learning modules are available for on-demand sessions
• Monitor Contact Center calls for quality, consistency and coaching opportunities
• Create and maintain knowledge base materials and other training related documentation
• Maintain and analyze data, identify trends to aid in the decision-making process and support leadership
• Perform other duties and special projects as assigned

What You Will Bring::

• 4-6 years' relevant experience in learning design, training development and/or e-learning
• Prior experience in a contact center environment is a must
• Excellent presentation skills, and written and oral communication skills.
• Ability to present information in a way that establishes rapport, persuades others, and gains understanding in a group setting
• Working knowledge of case management systems and web-based applications preferred; Salesforce experience is a plus; InContact phone system experience is a strong desire
• Proficiency with e-learning authoring tools (e.g. Lessonly)
• Microsoft Office products (e.g. PowerPoint, Word) required

You'll Benefit From::

At Careforth your well-being matters. With flexible schedules, a remote-first culture, and a nationally recognized wellness program, our benefits are designed to help you thrive, both professionally and personally. Discover how we invest in you:

The pay range for this position is $54,475 - $76,266 The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and geographic location.

#LI - Remote (exceptions NY, CA, and CO)

Join Our Award Winning Team::

Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn.

Caregivers play a critical role in the future of healthcare—and so can you.

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Careforth is an Equal Opportunity Employer*

DISCLAIMER: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

• Careforth supports families with diverse backgrounds and as an equal opportunity employer, we seek employees who reflect the diverse population we serve. Careforth complies with all applicable laws concerning hiring and employment practices and is firmly committed to fostering and maintaining a workplace free from discrimination. We pledge to hire, train, and promote our employees without regard to race, religion, gender, gender identity, genetic information, age, national origin, sexual orientation, disability, veteran status, or any other category protected by applicable law.

Careforth strives to create experiences that are accessible and welcoming to everyone, including making and the careers site accessible to any and all users. If you would like to contact us regarding the company's diversity, equity and inclusion initiatives, inquire about a specific accessibility need or the accessibility of our website, or if you need assistance completing an application process, please contact People & Culture