Training and Quality Manager

1 day ago

Quezon City, National Capital Region, Philippines Nityo Infotech Full time $60,000 - $120,000 per year

Associate Director, Training and Quality (Clinical)

Candidate Profile


• Must be a USRN with active and unrestricted license


• Minimum of 3 years of clinical experience, with at least 2 years in a training and quality role in a BPO setting managing multiple accounts


• With extensive experience in UM core functions, URAC and Conversion Programs

Job Description


• Single point of contact for Clients for Training and Quality for the Clinical Services


• Driving execution and consistency in Training and Quality Framework


• Develop, implement, and oversee comprehensive training programs to ensure adherence to URAC standards, enhance clinical quality, and maintain compliance with regulatory requirements.


• Implement quality assurance programs to monitor clinical performance and adherence to protocols


• Drive Tech Infusion of Concentrix tools


• Support seasonal / growth ramps


• Governance of performance


• Hypercare action planning


• Client Engagement through Workshops


• Responsible for Training & Quality Client VOC


• Optimize Rewards & Penalty

Manager, Training and Quality

Key Responsibilities:

  • Prompt in the submission of all required deliverables including but not limited to reports, trainee information updates, relevant documents required by other stakeholders like People Solutions etc.
  • Communicate with stakeholders and clients. (Eg. Call outs, Program updates, Curriculum Revamp) / Maintains professional relationship with stakeholders and clients (internal and external).
  • Oversee all training and development activities within his span to ensure compliance with the client and program standards.
  • Assists in establishing production process enhancements impact and return on investments (ROI).
  • Analyze data and make recommendations for process and systems improvements/Recommends and submits innovative ideas from data analysis
  • Prepare material and facilitate important meetings such as Agent Lifecycle discussions, weekly touch base, client meetings and business reviews.
  • Maintains training records and documentation for compliance and reporting purposes in an orderly manner of his team eg. LMS
  • Evaluate training effectiveness through assessments and feedback, making adjustments as needed.
  • Efficiently manage logistical needs for assigned training classes eg. technical requirements, room setup
  • Maintains training budgets and resources. Maintains budget and resources for production processes enhancement.
  • Support the career development of the trainers through regular coaching.
  • Ensure adherence to HIPAA and other regulatory requirements.

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