Performance Development Training – Quality Assurance Specialist, Healthcare Call Center

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🕒 Março 28

🐊 Florida, Ohio, +3 estados a mais – Remoto

🐊 Florida – Remote 🏈 Ohio – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

🔧 Engenheiro de QA (Qualidade de Software)

🚫👨‍🎓 Sem graduação necessária

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Esri

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

🏢 Corporativo

☁️ SaaS

🤝 B2B

Enterprise • SaaS • B2B

A Esri é uma empresa líder em software geoespacial que desenvolve o ArcGIS, uma plataforma abrangente para mapeamento, análises espaciais e inteligência de localização. Seus produtos permitem que organizações de diversos setores integrem, visualizem e analisem dados geográficos para tomada de decisões, operações e gêmeos digitais, entregues via implantações locais, serviços em nuvem, APIs e ferramentas para desenvolvedores. A Esri atende principalmente empresas, agências governamentais e outras organizações com soluções B2B SaaS e de plataforma.

Descrição

• The Performance Development & Training Specialist designs, delivers, and reinforces training and performance development for frontline teams in a remote healthcare call center. • Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email). • Deliver live training sessions via Microsoft Teams and support asynchronous learning through job aids, knowledge articles, and micro-learning content. • Create and maintain training materials (presentations, guides, scripts, checklists) with clear version control in SharePoint. • Provide structured coaching to improve agent behaviors and outcomes.

🎯 Requisitos

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in education, communications, business, healthcare administration, or related field preferred. • 2+ years of experience in training, coaching, performance development, or contact center leadership (healthcare environment preferred). • Proficiency in Microsoft 365, including Outlook, Teams, and SharePoint. • Experience using Zendesk (or comparable ticketing system) to manage requests and track work. • Strong written communication and instructional writing skills (SOPs, job aids, scripts). • Ability to analyze performance data and translate insights into training and coaching action plans (Excel/Sheets). • Working knowledge of HIPAA and basic healthcare terminology. • QA/call scoring experience (calibration, trend analysis, defect reduction) preferred. • Experience with Asana or similar project management tools preferred. • EMR experience (navigation, documentation workflows, end-user support) and/or training staff on EMR processes preferred. • Bilingual (English/Spanish) preferred.

🏖️ Benefícios

• Equal Employment Opportunity Employer • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions