All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments, and governmental regulations.
• Provide direct oversight for the operational and managerial aspects of the training and quality assurance team members.   • Ensure consistent monitoring of incoming and outgoing calls is ongoing for quality and training purposes. • Develop and implement training programs. • Create and review reports on agent performance.  • Facilitate bi-weekly new hire reviews with onsite management team. • Work closely with Call Center management in resolving customer and employee issues. • Develop training programs and lesson plans for new-hire training, monthly education and additional/on-going training as required. • Facilitate daily training of new hires and on-going coaching of agents within their first 90 days. • Create training and development goals and objectives by setting standards and guidelines based on cost, needs and learning effectiveness. • Expand and manage the collection and distribution of resources such as self-directed learning sites, videos, books, magazines, training library and other educational opportunities. • Develop, coach and counsel all direct reports. • Communicate trainee performance to call center managers and executes the new team-member on-boarding process for new call center employees. • Analyze quality and training data to determine trends and recommend process changes or improvements. • Partner with managers and supervisors to identify key performance drives and build appropriate training and quality assurance initiatives. • Ensures ongoing calibration sessions for quality review processes. • Provide training to outside vendors on care connection center processes.  • Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 
Experience: • 5 years proficient in training, mentoring, leading, and managing trainers and quality analysts. • Three years of customer service experience • Proficient in computer applications including VX, CPI, CC Scheduler, Microsoft Outlook, and Microsoft Office. • Excellent written, oral, and interpersonal communication skills. • Ability to deliver informative, well-organized presentations. • Problem solving and creative/critical thinking skills.  • Adept at working effectively with senior level management team members.
Education:  • Bachelor’s degree in nursing, healthcare or related field required. Master’s Degree preferred. • RN license preferred.
Physical Requirements: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.