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Trainer - Quality Assurance - Customer Navigation Center - Network Support Services Center

Trainer - Quality Assurance - Customer Navigation Center - Network Support Services Center

Trainer - Quality Assurance - Customer Navigation Center - Network Support Services Center

Phoenix, AZ 85027

Job details

Job Type

Full-time, Part-time

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 to learn more.

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

HonorHealth is a non-profit, local community healthcare system serving an area of 1.6 million people in the greater Phoenix area. The network encompasses six acute-care hospitals, an extensive medical group, outpatient surgery centers, a cancer care network, clinical research, medical education, a foundation, and community services with approximately 13,100 team members, 3,500 affiliated providers and nearly 700 volunteers. HonorHealth was formed by a merger between Scottsdale Healthcare and John C. Lincoln Health Network. HonorHealth’s mission is to improve the health and well-being of those we serve.

As a community healthcare system, we have a unique responsibility to keep our facilities as safe as possible to protect our patients and team members. With this in mind, we require all new hires to have received the first dose of a COVID-19 vaccine before their start date and be scheduled for their second dose. New hires who choose to receive the Johnson & Johnson vaccine only need one dose to fulfill this requirement. Reasonable accommodations will be considered.

The Trainer position is based at the Network Support Services Center, 2500 West Utopia Rd, Phoenix, AZ 85027. This is a great opportunity to join an amazing team!

Job Summary
The Trainer, Quality Assurance (QA) is responsible for assessing the quality of the performance of our Customer Navigation Center call center coordinators who deal with our existing and potential customer. The Trainer, QA will monitor inbound and outbound calls, chats and emails responses to assess coordinators demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. The person in this role will assist in developing, creating and implementing call center quality processes and procedures; as well as making enhancements to training materials and class modules as needed to enhance the overall customer experience.

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.

Bachelor's Degree in Education, Instructional Design or related field Required

2 years of training experience in call/contact Healthcare environment or related field Required

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Hiring for this role

• Mobile: NA

• Location: NA

• Post ID: 21183990

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