- Design and deliver comprehensive training programs for new employees on Salesforce, RealTime systems, patient engagement, and company procedures.
- Create and maintain training materials, guides, and documentation to support learning objectives.
- Monitor and grade customer service calls using established quality standards and rubrics.
- Provide constructive feedback and one-on-one coaching sessions to improve employee performance.
- Analyze training effectiveness and quality metrics to identify areas for improvement.
- Collaborate with team leads to address performance concerns and document quality assurance findings.
- Recommend and implement enhancements to training programs and quality standards.
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