We are looking for a Care Training and QA Lead who can provide tactical and strategic support to the learning and quality needs of the Care team. This role will support the new hire and ongoing training needs for roles across the field team. You’ll be responsible for:

• Facilitate, improve, and streamline the Care Team training experience for new care Operations employees (or those going through care training)
• Create engaging and compelling training content for onboarding, product, and process training utilizing adult learning principles and best practices
• Develop creative independent learning opportunities including e-learning and other self-serve training content
• Reinforce process adherence by conducting and reporting out on QA findings to field leadership
• Increasing process adherence for new and existing Care team employees through regular training based on QA findings.
• Collaborating with L&D on skills-based training needs, as needed

Training initiatives:

• Supporting and managing the first few weeks of care’s onboarding following Honor’s new hire orientation
• Lead technical skills training including role-playing and other training techniques
• Manage partnered learning schedules for new hires & market teams
• Coordinate with market teams for a smooth transition and ongoing support
• Create and conduct ongoing training for Care team to ensure process adherence and to reinforce best practices including contributing to team meetings and developing ad hoc training based on learning gaps
• Stay informed of Care team processes and maintain up-to-date Care training materials and references
• Attend all Care team training & meetings to ensure awareness of changes to workflows or other processes
• Create materials for refresher training that could be led by team managers
• Attend care team management meetings to provide updates on QA findings or trainings
• Manage the knowledge base update process (Guru)
• Ensure contributors to Market Teams Weekly or other Care Team training/meetings update relevant sections with new information
• Conduct regular reviews of materials to identify those that may be out of date or need further review and hold content owners accountable for maintaining accurate content
• Link training content to the knowledge base whenever possible to encourage the use of resources.
• Innovate and experiment with adult learning techniques to drive a continuous learning culture.

QA initiatives:

• Review and assist in developing QA metric reports and dashboards to monitor adherence to the Care Team's priority areas. Conduct basic data analysis to identify trends, impact on team KPIs, and opportunities for improvement.

• Work with managers and cross-functional leaders to develop sustainable tools and best practices to report the measurement of in-process metrics that drive a successful quality/process management system
• Conduct and document qualitative QA to assess client experience in line with Care Team priority areas. The process could include listening to phone calls, evaluating new hire post-training performance, auditing tickets, reviewing comms, care plans, or other strategies to evaluate client experience, and outcomes that were not captured via quantitative metrics.
• Participate in and support process improvement events impacting care priorities
• Conduct deep-dive analysis on gaps once identified through regular monitoring to understand the root causes.
• Work with managers and cross-functional leaders to develop sustainable processes and tools to establish an ongoing quality and process management system.
• Effectively communicate among all team members, leadership, and cross-functional partners (including field teams) to ensure a comprehensive understanding of needs, expectations, and requirements

About you:

This role may be a great fit if you have experience working in a Field Operations role during your time at Honor and are passionate about upskilling the Care team, improving the quality of our service, and ensuring that new team members are able to onboard quickly and effectively.

To succeed in the role, you’ll need:

• Knowledge of Honor market team workflows
• Experience in onboarding and/or large group facilitation/training
• Experience in performing quality assurance tasks preferred
• Experience using a Learning Management System preferred
• Excellent communication and written skills with the ability to moderate approach based on the individual
• Strong ability to maintain a successful and positive learning environment and be resilient when presented with challenges.
• Highly organized and attentive to detail
• Manages time appropriately
• Problem-solver with the ability to generate creative solutions
• Demonstrated ability to build strong relationships with the team and cross-functional stakeholders
• Proficient in providing as well as receiving coaching and feedback.