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Director of Quality and Education in Indianapolis,US at Stericycle

Date Posted: 2/20/2018

Job Snapshot

Job Description

The Director of Quality and Education oversees and directs the execution of strategic and operational plans for C&RS quality and education team members. This position must work closely with Operations and IT for the development and delivery of best practices using latest technologies to deliver meaningful and effective training via multiple communication platforms. This also includes inter-departmental planning, communication and project development and oversight to improve the skills of the front line team in C & RS. The Director will set the tone for culture, performance and reputation for both internal and external constituencies. The incumbent will effectively use resources, systems and software to positively impact team member retention and employee engagement which is critical to our success.

Key Position Activities
1) Directs the development, approval, and implementation of all quality and education team programs and events within the Operations department to enhance team member knowledge and performance and provide opportunities that lead to a successful and engaged team member experience. These programs include new hire orientation, compliance, software training, documentation of internal policies and processes and ongoing support and coaching plans. Enhances the focus on team training opportunities that enhance the skills and engagement of team members and improve the processes for the future of C&RS.
2) Manages the planning, administration and monitoring of all ongoing quality and education programs and processes to support the evolution of the C&RS team and client experience. . Develops and supports a pro-active quality program with a focus on client presentation, root cause analysis, and continuous improvement. Recommends and implements best in class team member education programs with a focus on both exceeding client expectations as well as utilizing the latest technologies to engage the modern day workplace.
3) Selects, trains and leads the development of a qualified and diverse workforce. Establishes and communicates performance standards for managers and team members. Conducts performance appraisals and communicates performance standards and provides ongoing feedback as needed. Administers all Stericycle policies and procedures and supports Stericycle Culture Initiatives.
4) Develops internal monitoring processes and provides recommendations and solutions to senior management. Creates analysis forecast to project business needs, and priorities. Studies information to assess industry trends, best practices, seasonal fluctuations, equipment and software implementation requirements or restrictions. Develops and/or adjusts processes to create a consistent exceptional customer service experience.
5) Monitor and leverage the Learning Management systems for effective C&RS education (both onsite, remote and at home experts) on client accounts, compliance and business processes and policies.
6) Supervise activity within Client Services and Sales to evaluate quality and training requirements for prospective clients. Assign resources to programs as needed.
7) Perform other duties as assigned or requested.

Job Requirements

Education and Experience Required (including certifications and/or software requirements for the position):
Bachelor’s degree is required, Master’s degree is preferred. Experience demonstrating strong knowledge of leadership and professional development to assigned direct reports.
Minimum of seven or more years of progressive leadership in education and/or quality experience with a large corporation. Experience within a Call Center or Technology environment is preferred. Demonstrated experience with utilizing technology to optimize quality and/or educational programs.
Knowledge and experience with continuous process methodologies like Lean Process is desired.
Strong written and oral communication skills. Ability to read and interpret documents such as government regulations, policies and procedures manuals.
Demonstrated ability to formulate and execute business strategy to meet the strategic needs of the organization.

Key Competencies (Non-technical Behavioral Skills, i.e. presentation, negotiation, customer service skills).
Demonstrates the ability to persist with a specific course of action. Must be willing to commit the necessary time and effort to complete work assignments and do a quality job.
Demonstrates strong interpersonal and consultative skills and the ability to work in concert with others to accomplish objectives and goals; ability to build solid working relationships across divisions/functions; ability to gain agreement on issues and next steps from a diverse audience.
Demonstrates the ability to deal openly and honestly with internal and external customers while building credibility and maintaining trust. Exhibits empathy and sensitivity for the needs of internal and external customers. Is perceived by others as being helpful and supportive.
Demonstrates the possession of an ability to use both strong analytical skills, as well as strong leadership skills.
Demonstrates the ability to manage own time, activities, and resources. Identify specific activities required to accomplish objectives, and coordinate and take action to achieve desired results. Prioritize multiple activities and projects.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


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