Learning & Quality Spec Prn

About Cooper University Health Care
, our commitment to providing extraordinary health care begins with our team. Our professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement.

We also provide attractive working conditions and opportunities for career growth through professional development. Discover why Cooper University Health Care is the employer of choice in South Jersey.

The Patient Access Center seeks an enthusiastic, creative, and passionate professional to serve as Learning and Quality Specialist dedicated to staff development in the Center. Will work in collaboration with Access Center management and Cooper business leaders to support training and job performance. In addition, this professional will also coordinate the development, maintenance, and evaluation of quality monitoring procedures and processes.

Design, develop, deliver, update, and evaluate varied learner materials for frontline new-hire, refresher, informational, or career development purposes.

(This section was not provided as a separate list in the original text; responsibilities are described in the overview.)

• 2-3 years’ experience in a Contact Center environment with demonstrated experience in both a learning and quality capacity preferred
• Experience in calibration exercises, coaching, and feedback; must exhibit patience, empathy, and other rapport building skills
• Demonstrated expertise in the creative design, development, and delivery of training to an adult audience
• Experience with in a medical or Healthcare environment is highly recommended
• Ability to articulate and demonstrate an instructional/informational design methodology
• Knowledge of key Contact Center concepts and practices, including systems, call routing, contact channels, types of customer transactions, workforce management, reporting, performance measurements, quality initiatives, coaching and mentoring, staff development, and the unique demands of frontline staff

• Bachelors preferred

• Must be learner-focused, with the ability to develop targeted materials based on learner preferences, characteristics, competencies, etc.
• Strong instructional design abilities with experience or education in needs assessment and customized development for varied learners; knowledge of a performance-based instructional methodology is preferred.
• Superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way; graphic design is a plus.
• Proficient PC user and expert in Windows Office Suite (PowerPoint and Word)
• Solid classroom delivery skills for motivating adult learners within a Contact Center environment; high energy, confidence, a sense of fun, and a desire to provide a memorable learning experience
• Aware of latest training and performance trends, including alternative media and approaches, and able to articulate this knowledge
• Task-, team-, and deadline-oriented; team player
• Demonstrated ability to communicate effectively with all levels of Management and Associates
• Ability to work varied hours as business needs change