Staff VP Service Experience Learning & Development, Knowledge Management And Interaction Quality-Ps19724

Anthem, Inc. Las Vegas , NV 89134

Posted 3 weeks ago

Responsible for leading the development and implementation of a transformative learning, development, knowledge management and interaction quality assurance strategy for the Service Experience organization.

  • Oversees the design and roll out of Artificial Intelligence, augmentation of associate experience that drives member and provider experience to new levels.

  • Defines the strategy and implementation plans for performance-based learning solutions aligned to Services Experience goals and objectives and customer-obsessed culture.

  • Directs the evaluation, analysis, design, development and delivery of learning solutions, including new modalities of learning to include simulation and gamification. Will partner with external vendors to determine and deploy best-in class solutions.

  • Provides leadership and direction for customer service desktop and knowledge management simplification and automation, including utilizing and deploying artificial intelligence tools.

  • Oversees the development of the Service Experience Quality Assurance program to deliver an accurate, and consistent member experience while ensuring pro-active risk mitigation and error detection.

  • Sets the direction for the development of programs and initiatives that enhance the Service Experience, both associate and leader experience.

  • Requires a BA/BS in Industrial/Organizational Psychology, Instructional Design, Training and Development, Instructional Technology, Human Resources or related field; Advanced degree or professional learning and development certification preferred.

  • 10 years of related experience including transformation of legacy learning curriculums to improvement effectiveness of changing workplace demographics; customer service learning and customer service operations experience curriculums; or any combination of education and experience, which would provide an equivalent background

  • Experience in application of analytics and AI to transformation and restructuring of learning content is desirable.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Member Experience Quality Specialist

Unify Financial Credit Union

Posted 2 months ago

VIEW JOBS 3/21/2019 12:00:00 AM 2019-06-19T00:00 Overview: UNIFY Financial Credit Union is one of the nations largest 100 credit unions with a reputation for being financially sound and growth-oriented. Were expanding rapidly to meet the needs of a growing member base. At UNIFY, our team members work together to strive toward a common goal, providing superior service to our members. In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful Summary: The Member Experience Quality Specialist supports the Contact Center to ensure that the team members are providing the highest quality service to members and other departments. This position will monitor and score Calls, Chats and Secured Email to make sure that quality standards are met. They will work with members of the Contact Center leadership team, as necessary, to follow-up on positive and negative feedback and identify opportunities for improvement based on root cause analysis. They will create and provide reports to outline the amount of member experience interactions scored, total scored per team member, as well as results by team and the overall department. This position will also partner with the leaders in the Contact Center to provide feedback to the team members for the interactions that are scored. This role reports to the Contact Center Manager. Responsibilities: * Performs Call, Chat and Secured Email monitoring and provides trend data to the management team. A minimum of 400 Calls, Chats and Secured Email will be evaluated each month. * Uses quality monitoring data management system (Calabrio) to compile and track performance at a team, individual and department level. * Creates weekly and monthly reports to show the number of calls scored and average scores. * Performs root cause analysis on missed quality goals. Develops and recommends action plans to reduce or eliminate root cause and improve operational performance. * Ensures Monthly recognition for top performers. * Coordinates and facilitates call calibration sessions for the Contact Center leaders. * Stays current with relevant guidelines and policies for the Contact Center. * Performs all job duties according to UNIFY policies and procedures. * Assists with special projects and other duties as assigned. * Reports to work on time, and follows attendance guidelines. * Conducts all assigned job duties in a timely and productive manner. * Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics. * Stays current with relevant regulatory compliance rules and guidelines. * Bachelor's degree in General Business or equivalent knowledge and skills obtained through a combination of education, training and experience, is preferred. * 3-5 years of experience in Call Center Management. * 3-5 years Customer Service experience. * Strong attention to Detail/Process with strategic thinking and planning skills. * Strong Leadership qualities, a good sense of judgment and a high degree of confidentiality. * Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others. * Strong written and verbal communication skills. * Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines. * Excellent communication, verbal and written; as well as, interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner. * Results oriented, motivated and ability to multi-task to drive simultaneous projects. * Exceptional analytical skills. * Microsoft Office: Outlook, Word, Excel, PowerPoint, SharePoint. Call Recording Software: Cisco Calabrio. * Demonstrated ability to work well in a team environment. * Dedication to providing exceptional customer service. * Spanish language preferred * Bachelor's degree in General Business or equivalent knowledge and skills obtained through a combination of education, training and experience, is preferred. Qualifications: * Requires the ability to speak fluently and write proficiently in Spanish. * Requires high school diploma or equivalent. * Some college preferred. * Requires a minimum of one years of related experience with resolving complex customer inquiries and complaints, preferably in a financial institution. * Requires the ability to work with minimal supervision, and at times under very busy conditions with proficiency in typing, word processing software applications, spreadsheet software applications and the ability to communicate highly effectively, both verbally and in writing. * Flexibility with work schedule is also required. See the UNIFY Difference! At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves. Competitive Compensation and Excellent Benefits Package* Includes: Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance Dependent and Medical Care - Flexible Spending Accounts Vacation, Sick, Personal and Holiday Pay 401(K) Plan with employer match Education reimbursement for approved programs UNIFY banking privileges for you and your family * All programs subject to review and change UNIFY is proud to be a drug-free, equal-opportunity employer. For more information on UNIFY, visit us at www.unifyfcu.com #CORP Unify Financial Credit Union Las Vegas NV

Staff VP Service Experience Learning & Development, Knowledge Management And Interaction Quality-Ps19724

Anthem, Inc.