Quality Assurance and Training Manager

Company Overview:

Why Shriners Children's?

Shriners Children's is the premier pediatric burn, orthopedic, spinal cord injury, cleft lip and palate, and pediatric subspecialties healthcare system. With multiple hospitals, outpatient clinics, ambulatory care centers and outreach locations across the globe, we provide excellent care to children up to age 18 regardless of their family's ability to pay or insurance status. Our mission is to change and improve lives by caring for our patients, conducting research to gain knowledge and develop new treatments, and providing educational opportunities for physicians and other healthcare professionals.

• Ranked top Midsized Employer by Forbes and Statistica Inc. (2025)
• 4 locations ranked on S. News & World Report's list of Best Children's Hospitals for pediatric orthopedics
• Winner of 4 Press Ganey Guardian of Excellence Awards and 4 Pinnacle of Excellence Awards for Inpatient Pediatric and Medical Practice Patient Experience (2025)
• $20 million in annual funding for innovative research in genomics, clinical motional analysis, and other forms of translational research.

Benefits

• Medical, Dental, and Vision Insurance: Health Savings Account (HSA) and Flexible Spending Account (FSA) options available
• 403(b) Retirement Savings Plan with generous employer match
• Public Service Loan Forgiveness (PSLF) eligibility
• Tuition Reimbursement
• Basic Life/AD&D and Short-Term Disability Insurance provided at no cost
• Paid Time Off (PTO) and Extended Illness Bank (EIB)
• Voluntary Benefits: Long Term Disability Insurance, Critical Illness/Accident Insurance, hospital indemnity coverage, identity theft protection, and more.

All employees are eligible to receive medical, vision and dental coverage starting on their first day. Other benefit elections may vary based on eligibility and location.

Job Overview:

The Quality Assurance and Training Manager, Medical Group, is a dynamic leader responsible for overseeing all quality monitoring and staff development activities within the Shriners Medical Group. This role plays a pivotal part in shaping Shriners Children's Medical Group's emerging national infrastructure. The Quality Assurance and Training Manager will be instrumental in building a unified culture of accountability, operational excellence, and data literacy across multiple regions. This position ensures that every patient, regardless of location, experiences consistent, high-quality, and efficient service aligned with the organization's mission and performance standards.

This is a full-time, full benefits eligible position with a pay range of $104,500 to $156,750 determined by years of relevant experience and departmental equity.

Responsibilities:

• Serve as a liaison between local operations and enterprise leadership to identify systemic training needs and integrate feedback loops into performance management
• Collaborate on data literacy programs to enhance staff comfort interpreting and acting on key performance indicators (KPIs)
• Design, implement, and manage the quality assurance framework and scorecards.
• Implement coaching and development programs that align with KPIs and business goals.
• Develop and present executive-level reporting and analysis, highlighting trends, risks, and recommendations.
• Standardize workflows and best practices in partnership with operational leaders.
• Support continuous improvement initiatives and contribute to policy updates, process redesigns, and technology implementations.
• Collaborate with subject matter experts to create job aids and training manuals.
• Evaluate training effectiveness through assessments, performance metrics, and post-training performance trends.

Qualifications:

Education

• Bachelor's degree required. Equivalent combination of education and/or relevant experience may be considered
• Master of Health Administration (MHA), Master of Business Administration (MBA), or related degree preferred

Certifications

• Lean Six Sigma Certification preferred
• Project Management Professional (PMP), Certified Associate in Project Management (CAPM), or other project management certification preferred

Experience

• Minimum of 5 years of training and staff development experience in a contact center environment.

Additional Knowledge and Skills

• Epic experience required; equivalent EHR experience will be considered.
• Proficient in Microsoft 365 applications, including Excel, PowerPoint, Word, and Outlook.
• Experience with contact center platforms such as Cisco, Invoca, Calabrio, or similar systems.
• Culture Transformation: Champion a culture of continuous learning, performance transparency, and data-driven decision-making across all Central Operations functions.
• Consistency: Develop and maintain enterprise-level quality and training frameworks that ensure consistency across geographically distributed sites.
• Analytics and Insights: Partner with Analytics and IT teams to translate QA findings and training outcomes into actionable performance dashboards.
• Change Leadership: Serve as an agent for operational and cultural transformation, promoting adoption of common metrics, workflows, and accountability structures.