Job Summary:  The Manager, Learning & Quality, provides leadership for quality and performance improvement initiatives within the Access Center. Delivers technical and soft-skills training, conducts quality assurance testing and reporting, and evaluates employee performance. Supports career-ladder development to enhance staff skills, productivity, and customer satisfaction. Collaborates with Human Resources on learning and development programs and serves as a role model for desired employee behaviors.

Responsibilities:

• Lead quality improvement initiatives and develop effective quality measurement and reporting methods.
• Analyze performance data and recommend process improvements to enhance efficiency and service quality.
• Support policy and procedure updates; coach employees and address performance issues.
• Develop and manage comprehensive training and onboarding programs for all Access Center roles.
• Create and deliver training materials; assess ongoing training needs and update content as processes evolve.
• Promote a culture of consumer service excellence using data-driven improvement strategies.
• Develop consumer service training and collaborate with Human Resources to align service expectations with evaluation processes.
• Supervise assigned staff, oversee performance evaluations, scheduling, orientation, and training.
• Provide input on hiring, promotions, discipline, and other personnel actions.

Qualifications/Requirements:

Experience: 3–5+ years of experience in training, quality assurance, performance improvement, or learning and development, along with 2–3+ years of supervisory or leadership experience, ideally within an Access Center, call center, or customer service environment.

Education: Bachelor’s degree in business, education, healthcare administration, organizational development, or related field required.

Licenses / Certifications: N/A

Other: Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point).

Special Requirements:

This position has the potential to offer a hybrid schedule, combining remote work with in-office collaboration. Specific remote days may be determined based on team needs and business priorities.