Quality Assurance Program Lead – Training, Development

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Examine assessment, quality assurance, and operational data to uncover performance trends, learning needs, and opportunities for enhancement.

• Convert data and insights into practical recommendations for learning programs, tools, resources, and operational assistance.

• Collaborate with Program Leads to design and execute solutions that enhance learning outcomes, teammate performance, and program efficiency.

• Create and uphold feedback channels among Learning and Development, Quality, and Operations.

• Oversee implemented solutions and suggest modifications based on observed results.

• Develop, document, and sustain quality standards, evaluation criteria, and governance processes.

• Organize and facilitate evaluator calibration sessions.

• Generate evaluator guidance and quality resources.

• Create and maintain PIE job aids, reference materials, and support resources.

• Advocate for the adoption and effective utilization of PIE.

• Design, develop, and manage AI-powered PIE agents and learning support tools.

• Coordinate the development, testing, implementation, and enhancement of technology-driven learning solutions.

• Assess tool effectiveness and advise on future improvements.

• Keep organized, accurate, and up-to-date learning and quality resources.

• Review and manage updates to shared knowledge materials.

⛳️ Requirements

• Background in supporting learning and development, quality assurance, program management, operational improvement, or a similar area.

• Familiarity with adult learning principles, especially in assessing learning outcomes or program effectiveness.

• Proficient in data analysis and conveying findings to stakeholders.

• Experience in coordinating projects or programs with multiple stakeholders.

• Proven track record in developing roadmaps and advancing initiatives from planning to execution.

• Exceptional written, verbal, and facilitation skills.

• Preferred: background in quality assurance governance, evaluation criteria, or evaluator calibration.

• Preferred: experience in creating learning resources, job aids, or performance-support tools.

• Preferred: experience leveraging AI, automation, or other technologies to enhance processes and outcomes.

• Preferred: involvement in knowledge management or upkeep of shared learning repositories.

• Preferred: familiarity with PIE or comparable performance-insight and quality platforms.

• Preferred: experience working across Learning and Development, Quality, and Operations.

• Call center or Customer Service QA experience is preferred.

• Travel to Denver, Colorado, 1–2 times per year is required.

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401(k) match.

• Paid time off.

• PTO cash out.

• Family resources.

• EAP counseling sessions.

• Headspace® access.

• Backup child and elder care.

• Maternity/paternity leave.

• Professional development programs.

• On-demand virtual leadership and development courses through DaVita’s StarLearning online training platform.