PEC​/Senior Manager Training, Development and Quality Assurance

Eye Care Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum.

For more information, visit.

Senior Manager of Training, Development and Quality Assurance is responsible for leading the Onboarding, Training and development of new and existing employees, including both internal and support of BPO partners. Support and connectivity with Ai Agent to ensure the training, documentation of process and procedures along with quality expectations are in place. Team is responsible for Quality Assurance for the Patient Engagement Centers for Optometry including both internal team members, BPO and Ai Agent.

Role will partner closely with key stakeholders internally within the Patient Engagement Centers as well as cross-functionally including IT, Clinics/Offices, doctors and overall operations.

Key leader for the Patient Engagement center supporting new hire training, ongoing career enrichment and oversee quality program.

• Create, deliver and evaluate training material for the Patient Engagement Centers
• Development of e-learning modules, videos, instructor led and web-based training content.
• Maintain and update training resources to align with current processes
• Comfortable operating technology for training classroom
• Coach, Develop and Mentor the quality, training and development team
• Identify and assess future and current training needs for the team
• Oversee senior Supervisor who has oversight for quality consultants who performs quality evaluations on patient interactions
• Partner with stakeholders inside and outside the Patient Engagement Center to assure content relevancy
• Support ongoing development of Patient Engagement Center employees
• Evaluate quality data and scorecard metrics including survey data and make recommendations for training and development based on results
• Support overall documentation of processes and procedures to be utilized by the Patient Engagement Centers along with the overall organization.
• Assess process changes or business updates to identify most effective communication vehicle for delivery to Patient Engagement Center
• Support ongoing leadership development for patient engagement center supervisors, leads and operations.
• Partner with cross-functional business partners to ensure consistent content and delivery of training
• Oversee successful performance of new hire trainees and employees during new hire development
• Monitor and evaluate training program’s effectiveness, success and report on them to the business
• Maintain a strong understanding of training delivery trends, tools, technology and best practices
• Key leadership partner to BPO leadership and training team to ensure excellence in performance for BPO team members supporting patients

High School Diploma or GED

Associate's Degree or Bachelor's Degree Required

2+ years relevant experience training in a Call Center environment

• Track record in designing and executing successful training programs
• Familiarity with various training methods (Classroom, e-learning, workshops, simulations)
• Prior experience with learning management systems and various learning delivery modalities, such as self-paced learning, mobile learning, instructor-led learning, asynchronous and synchronous e-learning, and blended learning;
  Prior experience in eLearning development and course building experience using various…