Job Overview:
We are looking for a highly skilled and motivated Training and Quality Assurance Leader to spearhead the creation of this function within the Customer Operations groups at Baylor Genetics. The ideal candidate will have a deep understanding of training strategies for adult learners, along with a proven track record of successfully managing and building a team. A passion for breaking down complex SOPs, business systems, and workflows is a must. This role works with Personal Health Information (PHI) on a regular basis, both in paper and electronic form, and therefore training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training, and security training will be required upon hire.
Qualifications and Experience:
Education:
Experience:
- At least 7 years of experience working at a diagnostic laboratory in a similar role
- Demonstrated capability for designing and implementing adult learning programs including new hire onboarding and ongoing training
- Working knowledge of common business systems used in Customer Operations including CRMs, integrated phone systems, LIMS, etc.
- Demonstrated capability for managing SOPs and the ways in which team members access and utilize them
- Strong project management skills with experience leading cross-functional teams
- Demonstrated capability for designing and implementing a quality assurance program for Customer Operations
- Strong business process design skills
- Proven ability to lead and develop a high-performing team which works well cross-functionally
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
- Proven ability to adapt to changing priorities, work independently with minimal supervision, and thrive in a fast-paced, dynamic environment.
Duties and Responsibilities:
Training and Onboarding:
- Design and implement a new employee onboarding program for all Customer Operations functions including Billing Operations, Client Services, Logistics, and Customer Success
- Establish a regular cadence for product and skills trainings for all teams
- Familiarity with learning management or course building software and/or instructional design
SOP Management:
- Ensure that all Customer Operations teams are keeping SOPs up to date in MediaLab
- Establish quick reference tools for support teams to use on the fly while engaging with customers.
Collaboration:
- Foster strong working relationships with Customer Support leaders and their teams
- Establish strong working relationships with cross functional partners including sales, product management, and commercial operations, to ensure alignment and effective execution of training programs
Quality Assurance:
- In collaboration with Customer Support leaders, establish a quality assurance program for customer facing team members. This program should measure individual skill as demonstrated in customer interactions.
Other Duties as Assigned:
- Perform additional responsibilities as required to support the goals of the organization.
Physical Demands and Work Environment:
- Frequently required to use visual acuity to operate equipment, read technical information, and/or use a keyboard.
- Frequently required to sit or stand for extended periods.
- Occasionally required to talk or hear.
EEO Statement:
Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.
