Quality Assurance & Training Specialist, Bilingual Spanish

Job not on LinkedIn

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $54.4k - $77.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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ChenMed

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1970

⚕️ Healthcare Insurance

🏥 Healthcare

💊 Pharmaceuticals

Healthcare Insurance • Healthcare • Pharmaceuticals

ChenMed is America’s leading primary care provider focused on delivering preventive, VIP care for seniors. The company prioritizes the doctor-patient relationship, offering a personalized and intensive care model where physicians manage smaller patient panels, enhancing the quality of care. With around-the-clock access to doctors, on-site medications, and transportation assistance, ChenMed aims to improve health outcomes for vulnerable elderly populations, emphasizing prevention and relationship-building in healthcare.

📋 Description

• Conduct regular quality audits of call center operations • Design, coordinate and present job training and customer service programs • Coach and train new hires and individual team members to achieve quality expectations • Identify call center quality standards and develop processes to evaluate training programs • Present training in classroom, 1:1 and virtual settings • Use applicable technology to monitor live and recorded calls for effectiveness and efficiency • Organize and conduct training on customer relations policies, activities and internal call center systems • Establish scripts and accents training to assist call center staff with customer communications and routine business decisions • Maintain records of training activities and team member progress • Analyze data and prepare reports for quality management • Build annual training programs and prepare lesson/training plans • Develop or oversee call center handouts, training manuals, job aids and call scripts • Identify ongoing training needs through quality audits and evaluations • Serve as primary backup for Workforce Management • Present root cause analysis findings to leadership • Perform other duties as assigned and modified at manager’s discretion

🎯 Requirements

• AA/AS degree in Human Resources, Organization Development or a closely related field required, or additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis • BA/BS degree in a related discipline preferred • Minimum of 3 years’ work experience in employee training and development in a healthcare setting, or minimum of 3 years’ work experience in a healthcare call center required • Competent-level business acuity • Comprehensive knowledge of general/core job-related functions, practices, processes, procedures, techniques and methods • Excellent verbal, presentation, written and interpersonal communication skills • Strong computer literacy skills • Ability to work collaboratively in a complex medical group environment • Ability to identify and seek needed information/research skills • Ability to utilize tools to analyze data • Ability to create and present reports to leadership • Proficient in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook • Ability and willingness to travel locally, regionally and/or nationally up to 10% of the time • Flexible to work evenings, weekends and/or holidays as needed • Spoken and written fluency in English • Bilingual proficiency in Spanish highly preferred • Ability to exercise independent judgment

🏖️ Benefits

• Great compensation • Comprehensive benefits • Career development and advancement opportunities • Work-life balance