Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work. Great Place to Work® Most Loved Workplace® Forbes Best-in-State Employer Director of Training & Quality **Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:** **Southfield, MI** : 300 Galleria Officentre Southfield MI 48034 **Dubuque, IA** : 4141 Westmark Drive, Dubuque, IA 52002 **Cedar Rapids, IA** : 333 1st Street SE Ste. 200 Cedar Rapids IA 52401 **Coralville, IA:** 3273 Ridgeway Drive Coralville IA 52241 **Dublin, OH** : 5500 Glendon Court Dublin OH 43016 **New Albany, OH** : 7795 Walton Parkway New Albany, OH 43054 **Indianapolis, IN:** 8909 Purdue Road Suite 501 Indianapolis, IN 46268 **Irving, TX** : 2201 W. Royal Lane Suite 125 Irving, TX 75063 **Memphis, TN :** 8125 Sedgwick Way, Memphis TN 38125 **Orlando, FL :** 12650 Ingenuity Dr Orlando FL 32826 **PRIMARY PURPOSE** **:** To set the strategic roadmap and define excellence for the training, development, and design team for the business unit. To serve as a guide for all training and development activities across the business unit. To ensure contact center procedural and quality requirements and activities are appropriately defined, measured, and aligned, with organizational goals for delivering exceptional customer service to internal and client constituents; to continuously assess customer service, quality compliance, and training needs; and to develop methodologies and resource tools to support service delivery through all client channels. **ESSENTIAL FUNCTIONS and RESPONSIBILITIES** + Determines overall strategy of the training development & design team and their work for a high volume call contact center, with an average of 2,000 hires per year. + Oversees, manages and guides all TD&D activities, including, but not limited to the review of the design and curation of training content. + Manages team and supporting their efforts via team meetings, 1:1’s, etc. + Measures efficacy of trainers via post training surveys and ongoing work with business unit colleagues. + Manages and reviews the training class schedules across all business unit sites for coverage and efficiency. + Liaises with leaders of quality assurance to keep the loop of continuous improvement and quality. + Works closely with operation leaders to ensure training needs are being met. + Creates new functionality that includes query setup/management and data/scorecards supporting the Care Team and external groups focused on improving the customer/colleague experience. + Partners with external teams using evaluation system to provide and solicit best practices. Collaborates with Care Team operations and training for continuous improvement. + Provides strategic direction for researching call-specific information for internal/external escalations to identify root cause, trends, and suggested remediation. + Partners with client services and operations to measure, communicate, and improve call center escalations. **ADDITIONAL FUNCTIONS and RESPONSIBILITIES** + Performs other duties as assigned. + Travels as required. **SUPERVISORY RESPONSIBILITIES** + Provides support, guidance, leadership and motivation to promote maximum performance. + Administers company personnel policies in all areas and follows company staffing standards and training recommendations. + Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions. **QUALIFICATIONS** **Education & Licensing** Bachelor's degree in education or related field from an accredited college or university preferred. **Experience** Experience: Ten (10) years of related experience or equivalent combination of education and experience required to include five (5) years contact center and/or quality assurance experience and (5) years supervisory and/or training experience. Excellent oral and written communication skills, including presentation skills. **Skills & Knowledge** + Thorough knowledge of contact center practices and procedures + Thorough knowledge of quality assurance and auditing processes + Ability to think strategically + Proven management/leadership skills + Familiarity and working knowledge of managing various types of claims + Comfortable in dynamic, fast-paced environment + Strong knowledge of leading a train-the-trainer class + Ability to work easily across multiple departments and disciplines + Excellent problem-solving skills + Ability to show good judgment + Proven and tested leader of a training team + Excellent oral and written communication skills, including presentation skills + PC literate, including Microsoft Office products + Analytical and interpretive skills + Strong organizational skills + Excellent interpersonal skills + Excellent negotiating skills + Ability to create and complete comprehensive, accurate and constructive written reports + Ability to work in a team environment + Ability to meet or exceed Performance Competencies **WORK ENVIRONMENT** When applicable and appropriate, consideration will be given to reasonable accommodations. **Mental** **:** Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines **Physical** **:** Computer keyboarding, travel as required **Auditory/Visual** **:** Hearing, vision and talking The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time. Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. **If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.** **Taking care of people is at the heart of everything we do. Caring counts** Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)