Manager of QA and Training

WEA Trust - Madison, WI (30+ days ago)3.2

The Manager of Training and Quality Assurance is a leader in training and development, quality assurance, process improvement, policies and procedure documentation, data analytics, communication, for customer service and medical service operational activities. This position oversees a group of specialists and analysts who collaborate with others throughout operations and the organization in the areas of problem analysis, policy development, business planning, project planning and implementation, and establishing and improving related procedures specific to contact center processes, provider data maintenance, pre-authorizations, care management, and secured messaging transactions.


Required Responsibilities

% of Time

Development and Quality Programs
  • Lead and manage the training and development programs for customer service and medical service staff.
  • Create and oversee training plan including managing the budget and measuring effectiveness of programs and their outcomes.
  • Ensure effectiveness, accuracy, and consistency of training materials and programs including job aids and other delivery materials.
  • Ensure process and systems documentation including guidelines and procedures are clear, consistent and accurate.
  • Establish quality metrics and review procedures for all operational transactions, communications, procedures and guidelines.
  • Work with operational leaders to ensure quality audit outcomes are providing value to the development of staff.
  • Partner with operations leaders to identify gaps in competencies, understanding, or performance and align training and quality actions.

Leadership and Operations Management:
  • Attract, train, develop, manage, and retain high performing staff across several job functions.
  • Lead or assist in leading department change and change acceptance.
  • Champion, model, and coach staff to exhibit cultural beliefs.
  • Lead and engage staff in continuous improvement.
  • Lead the improvement or development of department policies and procedures.
  • Assist in managing department/business unit budget and expenses.
  • Collaborate with senior leadership on the development of the annual department budget and initiatives.

Operational Improvement

  • Lead or serve on intra-department or corporate project teams which focus on operational efficiencies related to provider and member transactions or improve health outcomes.
  • Collaborate and make recommendations to director and operational leaders on identifying process improvement areas to positively influence key results and operational goals and metrics.
  • Under the direction of the director, initiate and execute department projects or programs by establishing project teams, developing plans and timelines, assigning and monitoring work, and providing progress reports to senior leadership.
  • Oversee process and outcomes of member and provider journey mapping to consistently improve the experiences.
  • Analyze quantitative, qualitative, and trend data, including member, provider, employer, operational and system data and identify and recommend new business or improvement opportunities.
  • Own and ensure customer service and member health systems and tools are enabling the operations to reach key results and department goals. Oversee enhancements, maintenance, and upgrade efforts to ensure system is functioning and users are adequately prepared.
  • Oversee system vendor relationships to service level agreements established and provide an escalation point to analysts in vendor management issues and concerns.
  • Own and ensure effective communication channels and portals internally and with the member and provider.
  • Develop and deliver reports to evaluate and maintain key performance operation metrics for senior leadership.

Leadership Accountabilities

% of Time

  • Attract, train, develop, manage, and retain high performing staff.
  • Lead or assist in leading department change and change acceptance.
  • Champion, model, and coach staff to exhibit cultural beliefs.
  • Lead and engage staff in continuous improvement.
  • Maintain department policies and procedures.
  • Serve on or lead department or enterprise project teams.
  • Manage and collaborate with other department leaders on the development of the department budget, expenses and initiatives.

  • Bachelor's degree in business administration, related field or commensurate experience.
  • 5 years of experience in training quality and/or business analysis leadership role..

  • Verbal and written skills, including ability to handle angry, difficult, or unreasonable callers.
  • Communicate persuasively, explain technical issues, and make group presentations; and the ability to compose clear, concise correspondence, internal policies and procedures, presentations, publications, newsletters, training materials, and narrative reports.
  • Analytical, problem solving, and decision-making skills, including the ability to identify problems, research and analyze issues from different perspectives, organize information, reach sound conclusions, and work cooperatively with others to develop and implement effective solutions.
  • Ability to work independently and within a team on special and ongoing projects, be adaptive to critical needs, and share expertise as needed.
  • Ability to develop and maintain effective, collaborative relationships with customers, stakeholders, and staff at all levels of the organization.
  • Initiative, including the ability to research, suggest, and initiate improvements and efficiencies in processes, procedures, and contract language.
  • Ability to establish project plans, regularly monitor and track progress on work projects, and ensure appropriate communications with project partners.
  • Ability to be composed and adaptive in a dynamic, fast-paced, customer-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities.
  • Leadership or supervisory skills and the ability to lead others to achieve desired results, including:
  • Ability to assess individual performance and communicate assessments effectively.
  • Ability to identify and effectively and efficiently resolve employee performance problems or issues.
  • Ability to establish goals and assist others to achieve goals and meet expectations.
  • Collaboration and team building.
  • Establishment and implementation of ambitious yet achievable objectives, standards, and project work plans.

  • Ability to work in typical office conditions with frequent use of computer equipment.
  • Flexibility to work the number and schedule of hours needed to accomplish regular and ad hoc job responsibilities.

  • Health or insurance experience.
  • Thorough understanding of member demographics.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled