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 proceduresThorough knowledge of quality assurance and auditing processesAbility to think strategicallyProven management/leadership skillsFamiliarity and working knowledge of managing various types of claimsComfortable in dynamic, fast-paced environmentStrong knowledge of leading a train-the-trainer classAbility to work easily across multiple departments and disciplinesExcellent problem-solving skillsAbility to show good judgmentProven and tested leader of a training teamExcellent oral and written communication skills, including presentation skillsPC literate, including Microsoft Office productsAnalytical and interpretive skillsStrong organizational skillsExcellent interpersonal skillsExcellent negotiating skillsAbility to create and complete comprehensive, accurate and constructive written reportsAbility to work in a team environmentAbility 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.