Job Description
GENERAL SUMMARY: The Supervisor, Quality & Training - Contact Center is responsible for process review/improvement, overall metrics, tracking, training and performance standards for the Contact Center. Is also responsible for developing and providing standardized training to all Contact Center audiences for all HFHS locations. Continuously learns, and applies lessons learned and standard processes, to spread successful innovation through the institution. Supervises the Training and Quality teams to complete improvement projects in the areas of curriculum design and educational content development. Oversees a team of specialists who evaluate and monitor transactions (voice, data, EMR), identify variations between process and application and provides coaching/feedback to employees. Provides direct oversight of the training needs for the Contact Center. Oversees a team of trainers who execute training for all areas of the access department as requested. This responsibility includes both o...