Director of Training & Quality - Access Dubuque : Job Details

Director of Training & Quality

Sedgwick

1 Positions

ID: R58862

Posted On 02/25/2025

Job Overview

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It's an opportunity to do something meaningful, each and every day. It's having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you're someone who cares, there's a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work®

Most Loved Workplace®

Forbes Best-in-State Employer

Director of Training & Quality

Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:

Southfield, MI : 300 Galleria Officentre Southfield MI 48034

Dubuque, IA : 4141 Westmark Drive, Dubuque, IA 52002

Cedar Rapids, IA : 333 1st Street SE Ste. 200 Cedar Rapids IA 52401

Coralville, IA: 3273 Ridgeway Drive Coralville IA 52241

Dublin, OH : 5500 Glendon Court Dublin OH 43016

New Albany, OH : 7795 Walton Parkway New Albany, OH 43054

Indianapolis, IN: 8909 Purdue Road Suite 501 Indianapolis, IN 46268

Irving, TX : 2201 W. Royal Lane Suite 125 Irving, TX 75063

Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125

Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826

PRIMARY PURPOSE : To set the strategic roadmap and define excellence for the training, development, and design team for the business unit. To serve as a guide for all training and development activities across the business unit.

To ensure contact center procedural and quality requirements and activities are appropriately defined, measured, and aligned, with organizational goals for delivering exceptional customer service to internal and client constituents; to continuously assess customer service, quality compliance, and training needs; and to develop methodologies and resource tools to support service delivery through all client channels.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Determines overall strategy of the training development & design team and their work for a high volume call contact center, with an average of 2,000 hires per year.

• Oversees, manages and guides all TD&D activities, including, but not limited to the review of the design and curation of training content.

• Manages team and supporting their efforts via team meetings, 1:1's, etc.

• Measures efficacy of trainers via post training surveys and ongoing work with business unit colleagues.

• Manages and reviews the training class schedules across all business unit sites for coverage and efficiency.

• Liaises with leaders of quality assurance to keep the loop of continuous improvement and quality.

• Works closely with operation leaders to ensure training needs are being met.

• Creates new functionality that includes query setup/management and data/scorecards supporting the Care Team and external groups focused on improving the customer/colleague experience.

• Partners with external teams using evaluation system to provide and solicit best practices. Collaborates with Care Team operations and training for continuous improvement.

• Provides strategic direction for researching call-specific information for internal/external escalations to identify root cause, trends, and suggested remediation.

• Partners with client services and operations to measure, communicate, and improve call center escalations.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.

• Travels as required.

SUPERVISORY RESPONSIBILITIES

• Provides support, guidance, leadership and motivation to promote maximum performance.

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.

• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.

QUALIFICATIONS

Education & Licensing

Bachelor's degree in education or related field from an accredited college or university preferred.

Experience

Experience: Ten (10) years of related experience or equivalent combination of education and experience required to include five (5) years contact center and/or quality assurance experience and (5) years supervisory and/or training experience. Excellent oral and written communication skills, including presentation skills.

Skills & Knowledge

• Thorough knowledge of contact center practices and procedures

• Thorough knowledge of quality assurance and auditing processes

• Ability to think strategically

• Proven management/leadership skills

• Familiarity and working knowledge of managing various types of claims

• Comfortable in dynamic, fast-paced environment

• Strong knowledge of leading a train-the-trainer class

• Ability to work easily across multiple departments and disciplines

• Excellent problem-solving skills

• Ability to show good judgment

• Proven and tested leader of a training team

• Excellent oral and written communication skills, including presentation skills

• PC literate, including Microsoft Office products

• Analytical and interpretive skills

• Strong organizational skills

• Excellent interpersonal skills

• Excellent negotiating skills

• Ability to create and complete comprehensive, accurate and constructive written reports

• Ability to work in a team environment

• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental : Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical : Computer keyboarding, travel as required

Auditory/Visual : Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

Primary Contact

164#######738

Amanda Strothman

,

Phone

Phone

Phone

Fax

[email protected]

Email

True

False

True

Job Details

Categories

Insurance

Management/Executive

Technical

Location

Southfield, MI

Job Type

Employee

Full/Part

Full Time

Company ID

8326

Job REQ #

R58862

# Positions

1

Start Date

20250225

End Date

20250401

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Sedgwick

About the Company

Career Development

Our goal is to make Sedgwick CMS a place where great people can do great things for our clients. This commitment is evidenced by our colleague development program and supported by our multi-dimensional learning resources.

We invest in the education of our colleagues by providing training and learning resources that focus on our culture, procedures, systems and performance expectations. We evaluate the educational needs of our colleagues through performance discussions and evaluations. These needs are filled either through Sedgwick CMS University and through industry certification programs and other external educational resources . Sedgwick CMS University curriculum offerings take colleagues from orientation to technical training to supervisory and managerial development. Through Sedgwick CMS University, we provide our colleagues continuous development of professional skills and the ability to deliver quality service to our clients.

Colleague Orientation

We offer a required colleague orientation program that allows us to verify and document the training provided to new colleagues. This program is called Personal Responsibility in Developing Excellence (PRIDE) and is the first component of our comprehensive career development process. This program introduces and orients new and transitioning colleagues to our company and to their new position. PRIDE will take colleagues through the first 90 days of their new position. Objectives of this program focus on providing colleagues an increased awareness of who we are, where we are going, and how they can help us get there.

Career Paths

Career path options are identified through an ongoing process of discussion and collaboration between colleagues and their managers. On an ongoing basis, our managers counsel colleagues regarding their career path, new opportunities, and additional training and development requirements to help them reach their individual goals.