Senior Manager, Training and Quality Assurance
Location:
Scottsdale , Arizona
Posted:
December 07, 2016
Reference:
16008703-en-us
McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Specialty Health, our products and services span the full continuum of specialty patient care. From the initial phases of a product life cycle and the distribution of specialty drugs, to fully integrated healthcare technology systems, practice management support, and ultimately to patient care in the communities where they live, we empower the community patient care delivery system by helping community practices advance the science, technology and quality of care.
 
We have a vision —that the long-term vibrancy of community care will be achieved through the leadership of physicians committed to clinical excellence and innovation, enabled by close collaboration with our organization and our deep clinical, operational and technological expertise. Every single McKesson employee contributes to our mission—by joining McKesson Specialty Health you act as a catalyst in a chain of events that helps millions of people all over the globe. You’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.
 
Join our team of leaders to begin a rewarding career.
 
Position Description
The Senior Manager, Training and Quality Assurance must be a positive leader to lead the teams who monitor, coach, and train both new and experienced agents. The leader will assure that the primary goals are improving productivity, reducing operating expenses, and delivering high levels of positive interactions for our contacts. 
 
The Senior Manager, Training and Quality Assurance consults with all levels of the organization to drive operational performance. This position is responsible for managing learning strategy for the contact center operations in a healthcare services organization. Additionally, this Senior Manager supports strategic and tactical business initiatives, partners with operational leadership to identify operational training needs, architects learning solutions, and communicates effectively with all business partners.
 
The Senior Manager, Training and Quality Assurance will be responsible for maintaining strong performance which may include creating a clear vision for improvement within the organization. Responsibilities may include innovation to Instructor-led Training, Web-based Training, Quality Assurance scoring forms, expectations, or coaching processes to ensure contacts are handled with excellence.
 
The Senior Manager, Training and Quality Assurance represents the quality assurance and training department to clients, working collaboratively to assure client program requirements are met.  Lead a team of supervisors, designers, training instructors, and quality assurance analysts who support learning solutions and quality standards.
 
Key Responsibilities:
  • Hire, build, and maintain the team of instructional designers, training instructors, QA analysts, and supervisors to meet the growing demands of McKesson Specialty Health.
  • Pragmatic approach in working with people for win-win results.
  • Develop effective assessment tools to identify and determine operational and employee needs.
  • Identify the need for changes in management practices, improvements in hiring practices, enhancements to technologies and tools for both departments.
  • Develop processes and tools for managing resources (training facilities, personnel) and delivery schedules.
  • Provide efficient learning experiences that are effectively targeted at operational needs.
  • Maintain a focus on continuous improvement by using a systemic process to improve quality.
  • Responsible for developing, implementing, and maintaining quality assurance systems, including Quality Assurance monitoring systems, and activities.
  • Hire and build the team of instructional designers with expertise in front end analysis, performance diagnostics, design of learning systems, assessment and evaluation.
  • Establish designer, trainer, and analyst qualifications. Provide training and developmental opportunities, as well as feedback and coaching.
  • Oversee the development and deployment of role-based curriculum for all each program.
  • Develop and mentor direct reports in required skills training, instructional design, job aid design, performance auditing, information mapping, performance evaluation and others as determined by performance results.
  • Partner with and support external vendors to meet their program requirements.
  • Manage all department responsibilities including administration, human resources, budgeting and logistics.
  • Develop and maintain Standard Operating Procedures (SOPs) and departmental Guidance Documents. Oversee stakeholder training on SOPs.
  • Manage content including the selection or building of tools to allow for easy collaboration with internal clients.
  • Provide internal customer tools for easy access to training materials and knowledge assets.
  • Oversee selection, development, testing, and deployment of software learning solutions.
  • Oversee selection, development, testing, deployment and maintenance of software to manage training documents (e.g., Facilitator Guides, slides). Establish version control processes and standards.
  • Oversee selection, development, testing, deployment and maintenance of software to manage training records (completions, assessment scores).

Qualifications

Minimum Requirements
Minimum 5 years of experience managing the training function in a corporate environment. 
 
Critical Skills
  • Previous experience in applying best practices and tools for adult learning programs; including program analysis, design, development, implementation, and evaluation.
  • Experience and expertise in Instructional Design methodologies.
  • Contact center Training and Quality Assurance monitoring program experience.
  • Leadership, coaching, team building, and employee development experience for multiple teams with (15 – 35 reports) is essential.
  • Previous project management experience within a cross-functional collaborative environment.
  • Data analysis and root cause analysis experience.
  • Facilitation and presentation experience.
  • Excel, Word, PowerPoint, and WebEx experience  
     
Additional Knowledge & Skills
  • Healthcare industry knowledge, highly preferred
     
Education
4-year Bachelor degree required.  Master’s Degree preferred.
           
Physical Requirements
  • General Office Demands
 
Benefits & Company Statement
McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.
 
We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.
 
But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.
McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.
 
Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
 
Agency Statement
No agencies please.
A little about us:
McKesson is in business for better health.

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