Experience Partner
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Job Summary
To enhance patient interactions, the full-time remote Experience Partner will manage training and development for agents handling calls and texts, utilizing AI insights and quality scores to identify gaps and implement effective training solutions.
Key responsibilities
- Identify experience breakdowns through AI listening and feedback analysis
- Design and deliver targeted onboarding and ongoing training for agents
- Collaborate with supervisors to ensure consistent coaching and adherence to training standards across all partners
Required qualifications
- 3+ years of related experience in contact center training or learning and development
- Bachelor's Degree in a related field preferred
- Proven ability to use data to inform training decisions and demonstrate training effectiveness
- Experience coaching frontline staff and collaborating with outsourced partners
- Familiarity with HIPAA & OSHA compliance is a plus
Complete Job Description
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