Manager, Learning & Quality

Details Posted:

11-Mar-26

Location:

Valhalla, New York Categories:

Executive Internal Number:

46099

Job Summary :

The Manager, Learning & Quality, provides leadership for quality and performance improvement initiatives within the Access Center. Delivers technical and soft-skills training, conducts quality assurance testing and reporting, and evaluates employee performance. Supports career-ladder development to enhance staff skills, productivity, and customer satisfaction. Collaborates with Human Resources on learning and development programs and serves as a role model for desired employee behaviors .

Responsibilities:

Lead quality improvement initiatives and develop effective quality measurement and reporting methods. Analyze performance data and recommend process improvements to enhance efficiency and service quality. Support policy and procedure updates; coach employees and address performance issues. Develop and manage comprehensive training and onboarding programs for all Access Center roles. Create and deliver training materials; assess ongoing training needs and update content as processes evolve. Promote a culture of consumer service excellence using data-driven improvement strategies. Develop consumer service training and collaborate with Human Resources to align service expectations with evaluation processes. Supervise assigned staff, oversee performance evaluations, scheduling, orientation, and training. Provide input on hiring, promotions, discipline, and other personnel actions.

Qualifications/Requirements:

Experience:

3-5+ years of experience in training, quality assurance, performance improvement, or learning and development, along with 2-3+ years of supervisory or leadership experience, ideally within an Access Center, call center, or customer service environment.

Education:

Bachelor's degree in business, education, healthcare administration, organizational development, or related field required. Licenses /

Certifications:

N/A Other:

Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point).

Special Requirements:

This position has the potential to offer a hybrid schedule, combining remote work with in-office collaboration. Specific remote days may be determined based on team needs and business priorities. Create a Job Match for Similar Jobs About WMCHealth Connections working at WMCHealth More Jobs from This Employer https://careers.apic.org/jobs/22111513/manager-learning-quality Return to Search Results