TRAINER-QUALITY ASSURANCE

Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients. You'll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact.

HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more.

Join us. Let's go beyond expectations and transform healthcare together.

HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses nine acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With more than 16,000 team members, 4,000+ affiliated providers and over 1,100 volunteers, HonorHealth seamlessly blends collaborative care and approachable expertise to improve health and well-being. People often say care feels different here -- because it does. Learn more at HonorHealth.com.

The QA Trainer is responsible for monitoring and reviewing the quality of inbound and outbound call handling and documentation for adherence to company policies and procedures and established department expectations. The trainer will work as part of a collaborative team to provide support, training, and coaching to new and experienced staff in a growing department. They will also assist in developing and implementing quality assurance processes and procedures to enhance the overall customer experience.

Requires a bachelor's degree in education, instructional design or related field; or 4 years of related experience, and at least 2 years of training experience in Healthcare call center or similar environment.

The position is based at the HonorHealth Network Support Services Center, 2500 West Utopia Road (Phoenix), just east of the I-17 off the 101 (across the freeway from Deer Valley Medical Center).

• Perform call monitoring and provide trend data to site management team. Plan, conduct, coordinate and implement comprehensive training modules that impact quality assurance and performance of customer navigation center coordinatorss.
  
• Participate in customer and client listening programs to identify customer needs and expectations. Provide actionable data to various internal support groups as needed. Coordinate and facilitate call calibration sessions. Provide feedback to call center team leaders, managers and trainers.
  
• Participate in the design of call monitoring formats and quality standards.
  
• Utilize quality monitoring data management system to compile and track performance at a team and individual level. Prepare and analyze internal and external quality reports for management to review. Oversee the integrity of the centralized department knowledge base.
  
• Monitor customer care email and chat responses and identify and develop improvement opportunities as deemed necessary.
  
• Performs other duties as assigned.