Contractor Director Training and Quality

What you will do:

The Training and Quality Director position is a crucial role in our organization as business needs change quickly ' in this role you are responsible for performing a full range of activities that will positively impact the organization and contribute to guiding and supporting the strategic operations for the company.  

As a Training and Quality Director, you will help us accelerate our culture of continuous learning and quality improvement by managing enterprise operations training and quality programs.  You will draw on your experience to create strategies that will help Cohere Health provide a  comprehensive quality management and training program that champions innovation and efficiency, as well as utilizes an 'all for one, one for all' mentality.  As a key member of our Service Operations Team, creating tools and training that ensure high customer loyalty, better business practices, and engaged team members.  You will create and foster best practices that  optimize and evolve our learning programs as we continue to grow, that will encompass the creation and delivery of a continuous quality monitoring program that includes quality standards and development of quality control programs and key indicators that allow for high level visibility to enable leaders to effectively manage their teams.  This position is always evolving with the changing dynamics of our organization. We encourage you to be authentic and think about how your strengths and interests align with our mission.  You will need to be an agile thinker and able to work in an environment that is in flux. This is a position that offers the ability to make a substantive mark on the organization/operations structure of an up and coming company with exponential growth opportunity.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Collaborate with Cohere business leaders to understand learning and development needs, assess opportunities, and implement solutions aligned with the broader strategy.
• Own the end-to-end development and delivery of training programs, from initial recommendation through implementation, execution, and assessment of outcomes.
• Lead, manage and develop a team of QA/Training individuals to provide a high-caliber training experience and ensure consistent quality standards across the organization, driving excellence in every aspect of our operations. 
• Develop and track key performance indicators to measure and evaluate the effectiveness of learning programs, while providing actionable takeaways for future iterations.
• Stay knowledgeable of all industry standards and best practices, including  new innovative tools and AI technology, as well a keen understanding of the 'œtwin engine' operations model.
• Utilize data to inform strategies that drive meaningful change, motivate strong job performance, and increase team member engagement and retention.
• Create process flows, policies & procedures, job aids, and training materials.
• Own and manage the end-to-end Quality Assurance and Quality Control operations, including planning, implementing, monitoring, and reporting functions.
• Design, develop, and deliver engaging, creative, and scalable learning strategies across various mediums and learning styles (in-person, blended, online, self-service).
• Build and cultivate relationships with cross-functional teams within the organization.
• Manage internal and external customer expectations related to quality management and effectively communicate quality standards.
• Ensure best-in-class execution of training programs, keeping all courses on budget and on time.
• Develop high-quality presentation materials for leadership as needed.

 Your background & requirements:

• Strong communication skills with the ability to structure unstructured information and simplify complex process steps for end users
• Flexibility and agility, particularly in ambiguous situations, with a clear understanding of early-stage startup environments.
• Ability to work cross-functionally across remote teams.
• Practical problem-solving skills with a strong desire to understand challenges and find viable solutions.
• Experience in creating process flows, policies & procedures, job aids, and training materials.
• Strong project management skills, with the ability to manage multiple teams and projects in a high-pressure environment, including vendor management, budgeting, planning, logistics management, and communication.
• Instructional design and content management skills.
• Ability to thrive in a fast-paced, self-directed environment.
• Highly organized with strong attention to detail.
• 5+ years of experience in training and quality management, ideally within a contact center or production environment.
• Healthcare experience is a must.
• Proficiency in using Mac systems, Learning Management Systems, and G Suite applications.
• Proven track record of implementing continuous quality improvement programs.
• Excellent communication skills, both written and oral.
• Strong presentation skills with the ability to create materials that tell a complete story.
• Passionate about continuous process improvement and actively seeking practical solutions to business challenges.
• Bachelor's degree in Business, Management, Finance, Math, Human Resources, Education, Healthcare, or equivalent professional experience.
• Certification in CPHQ (Certified Professional in Healthcare Quality) is preferred but not required.
• Willingness to travel up to 20%, with our corporate office located in Boston.