• Manager, Learning & Quality

    WMCHealth (Hawthorne, NY)


    Manager, Learning & Quality

     

    Company: NorthEast Provider Solutions Inc.

     

    City/State: Hawthorne, NY

     

    Category: Executive/Management

     

    Department: Call Center

     

    Union: No

     

    Position: Full Time

     

    Hours: Varied

     

    Shift: Day

     

    Req #: 46099

     

    Posted Date: Jan 16, 2026

     

    Hiring Range: $ 109,921 - $138,343

     

    External Applicant link (https://pm.healthcaresource.com/cs/wmc1/#/preApply/31560) Internal Applicant link

    Job Details:

    Job Summary:

    The Manager, Learning & Quality, provides leadership for quality and performance improvement initiatives within the Access Center. Delivers technical and soft-skills training, conducts quality assurance testing and reporting, and evaluates employee performance. Supports career-ladder development to enhance staff skills, productivity, and customer satisfaction. Collaborates with Human Resources on learning and development programs and serves as a role model for desired employee behaviors.

    Responsibilities:

    + Lead quality improvement initiatives and develop effective quality measurement and reporting methods.

    + Analyze performance data and recommend process improvements to enhance efficiency and service quality.

    + Support policy and procedure updates; coach employees and address performance issues.

    + Develop and manage comprehensive training and onboarding programs for all Access Center roles.

    + Create and deliver training materials; assess ongoing training needs and update content as processes evolve.

    + Promote a culture of consumer service excellence using data-driven improvement strategies.

    + Develop consumer service training and collaborate with Human Resources to align service expectations with evaluation processes.

    + Supervise assigned staff, oversee performance evaluations, scheduling, orientation, and training.

    + Provide input on hiring, promotions, discipline, and other personnel actions.

    Qualifications/Requirements:

    Experience:

    3–5+ years of experience in training, quality assurance, performance improvement, or learning and development, along with 2–3+ years of supervisory or leadership experience, ideally within an Access Center, call center, or customer service environment.

    Education:

    Bachelor’s degree in business, education, healthcare administration, organizational development, or related field required.

    Licenses / Certifications:

    N/A

    Other:

    Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point). Special Requirements: This position has the potential to offer a hybrid schedule, combining remote work with in-office collaboration. Specific remote days may be determined based on team needs and business priorities.

    About Us:

    NorthEast Provider Solutions Inc.

    Benefits:

    We offer a comprehensive compensation and benefits package that includes:

    + Health Insurance

    + Dental

    + Vision

    + Retirement Savings Plan

    + Flexible Savings Account

    + Paid Time Off

    + Holidays

    + Tuition Reimbursement

     

    External Applicant link (https://pm.healthcaresource.com/cs/wmc1/#/preApply/31560) Internal Applicant link

     

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