Quality and Training Analyst - FT - Days - DIO - Hybrid Eligible

Job description

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience. Summary: Responsible for overseeing the contact center's quality and performance standards, alongside developing, and implementing comprehensive training programs. Understand all aspects of call quality, customer service, and internal and external compliance requirements, to ensure new hire and ongoing curriculum is driving performance and quality. This multifaceted role entails monitoring interactions, analyzing quality trends, and identifying training needs to enhance agent performance. Responsibilities: Use existing training content to coordinate, develop, design, and maintain team and individual training materials for the contact center end-user, ensuring customer satisfaction metrics are met. Stay abreast of trends in adult learning techniques, customer service, and contact center-focused training programs.Assist with the development of quality assurance processes, supporting and suggesting improvements to meet the hi...