Job Summary

Prepares, creates and conducts training to ensure that production staff is equipped with program and job-specific knowledge to perform defined processes efficiently and accurately.  Collaborates with Quality Assurance Analysts (QAA) and Operations Management to identify and address quality and service improvements.  Identifies ongoing training needs based on quality performance assessment results.  Coordinates with Human Capital (HC), QAA and Quality Control(QC) partners for curriculum updates and additional training opportunities, as necessary.  Ensures accuracy and relevancy of training for operations and production processes and procedures. Conducts occasional quality call monitoring.

Education & Experience

Required:

• High School diploma or G.E.D
  
• 2 year’s combined experience delivering training in a classroom and/or virtual learning environment. Or 1 Year training experience combined with 1 year of Team Lead experience coaching and mentoring in a contact center environment
  
• Demonstrated technical writing experience regarding instructional or procedural communications, reference material and/or documents
  
• 2 years experience using Microsoft Word, Excel, PowerPoint, and Outlook in a work environment.
  
• Knowledge of medical terminology
  

Preferred:

• Associate's degree or equivalent college hours in Business or related field
  
• Team Lead experience in call center operations.
  
• Contact Center quality assurance analysis experience, working with call monitoring software or contact center lead experience to meet quality objectives
  

Key Responsibilities

• Prepares, creates and conducts new hire classroom training, develop and maintain program curriculum, develop and write desk procedures and maintain knowledge base resources (OneNote and Wiki) collaborate with Human Capital (HC) to develop and streamline curriculum content and ensure consistency
  
• Strong collaboration with peers in remote locations to ensure training consistency
  
• Pro-actively document trainee progress regarding performance, quality, engagement and attendance throughout the training process and provide feedback to Contact Center management
  
• Back-up call monitoring via live or recorded calls to ensure quality standards and effective use of the CLASS customer service model
  
• Participate in evaluation of call monitoring trends and collaborate with management to identify and develop action plans for process improvement and identify ongoing training needs.
  
• Develop communication strategies for new and revised procedures in partnership with peers in remote locations
  
• Plans and executes formal and informal learning activities one on one, in a classroom environment, or utilizing online/eLearning technology such as LiveConnect via computers for remote trainees
  

• Partner with internal TriWest departments to identify, address, and resolve process issues to ensure consistent high quality service levels.
  
• Participate in scheduled steering committees to review processes and desk procedures as well as maintaining and/or creating desk procedures
  
• Works closely with operations management to achieve goals and performance standards
  
• Pro-actively seeks out knowledge and resources of TriWest Healthcare Alliance programs.
  
• Performs other duties assigned.
  
• Regular and reliable attendance is required.
  

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources.

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.

Technical Skills: Knowledge of adult training techniques and concepts, collaboration skills, and listening skills;  Proficient with records maintenance and call center software;  Proficient with Microsoft Word, Excel, PowerPoint, and Project. Knowledge of Quality Assurance programs in a call center environment, quality tools and models, and the TriWest programs

Company Overview

Since our founding in 1996, TriWest Healthcare Alliance has been On a Mission to Serve® America’s military families. All that we do, we do for our customers—those who wear America’s uniform, their family members and those who came before them. Every single day, we honor their service and their sacrifice by ensuring customer satisfaction.
TriWest Healthcare Alliance, headquartered in Phoenix, Arizona,  will administer the VA Patient-Centered Community Care (VAPCCC) program in a 28 state region.
TriWest has developed relationships with organizations such as the USO, Fisher House, the Women in Military Service for America Memorial Foundation and other military relief and support associations to strengthen America's military community locally and nationally.

TriWest provides state-of-the-art facilities, a smoke/tobacco-free, drug-free, business casual working environment, and offers a competitive compensation package including excellent benefits.

For more information about TriWest, please explore our website at www.triwest.com.

VA Statement

You are applying for a position that involves working on electronic systems that have access to Veteran Administration (“VA”) systems. Therefore, in addition to the pre-employment background investigation you must undergo a VA background investigation. This requires you to submit an application describing the previous 7 years of your life and to provide proof of U.S. citizenship in the form of a certified birth certificate, certificate of naturalization, current passport, form FS-240 or form DS-1350.  The VA will then review this paperwork and verify your citizenship. This process takes several months to complete.  During this time, the VA will grant interim access to U.S. citizens allowing them to work for TriWest until their background investigation is completed.  However, the VA will not authorize interim access for non-U.S. citizens.  If you are unable to obtain interim access or pass the background investigation, you are not qualified for this position and TriWest will withdraw any offer of employment or terminate your employment immediately.

• Medical, dental and vision coverage
  
• Generous paid time off
  
• 401(k) Retirement Savings Plan (with matching)
  
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
  

Equal Employment Opportunity