Overview 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 six 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 nearly 15,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com. The QA Trainer is responsible for assessing quality of our Customer Navigation Center Coordinators, monitor inbound and outbound calls, technical accuracy, customer service performance, and conformity to company policies/procedures. This role will monitor our Referral Team, working with coordinators who process referrals and faxes. Will also assist in developing, creating and implementing call center quality processes and procedures, to enhance the overall customer experience. This is a “hybrid” telecommute arrangement: The first 3-6 weeks of training is on-site, then potential to work primarily remote, (on-site, in office as needed). Requires a Bachelor's Degree in Education, Instructional Design or related field, and at least 2 years of training experience in call/contact Healthcare environment or similar area Responsibilities 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. Qualifications Education Bachelor's Degree in Education, Instructional Design or related field Required Experience 2 years of training experience in call/contact Healthcare environment or related field Required