Temporary Customer Service Professional
Cambia Health Solutions
Senior Manager, Customer Care Training and Quality
CareSource
full-time
Posted on:
Location Type: Remote
Location: Remote • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $92,300 - $161,600 per year
Job Level
Senior
About the role
- Lead the design and implementation of engaging training programs for Customer Care new hires and ongoing development
- Collaborate with cross-functional teams to identify training needs and develop learning paths aligned with measurable business objectives
- Develop metrics to measure success of training programs, trainer performance, quality calibration, procedural accuracy, and other measures of team performance
- Lead the strategy for Customer Care training and quality team development, ensuring team is prepared to deliver world-class training in virtual environments
- Develop and manage quality framework across Customer Care, utilizing AI and predictive auditing processes to enhance customer satisfaction, drive specialist development and auditing efficiencies
- Champion a culture of continuous improvement by using AI tools to analyze data and generate actionable insights that drive process enhancements and operational excellence
- Implement automated governance models for compliance and risk mitigation, ensuring continuous monitoring of quality standards
- Build and lead a high-performing team focused on innovation, analytical rigor, and AI fluency
- Promote a culture of learning and experimentation with AI tools to enhance team performance and accountability
- Serve as a strategic advisor on process improvements, leveraging AI-generated recommendations to enhance customer experience
- Perform any other job duties as requested
Requirements
- Bachelor’s Degree in Adult Education, Human Resources, Business, or a related field or equivalent years of relevant work experience is required
- Minimum of seven (7) years of experience in training, quality assurance, or process excellence roles, with a proven track record in AI-assisted improvements
- Minimum of five (5) years of previous management/leadership experience required
- Proficient in Microsoft Word, Excel, and PowerPoint
- Knowledge of Medicaid, Medicare, Marketplace and TRICARE
Benefits
- Bonuses tied to company and individual performance
- Substantial and comprehensive total rewards package
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
training program designmetrics developmentAI toolspredictive auditingautomated governance modelscompliance monitoringprocess improvementsanalytical rigorquality assurancecontinuous improvement
Soft skills
leadershipcollaborationinnovationcommunicationteam buildingstrategic advisingaccountabilityculture of learningexperimentationcustomer focus
