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The Operations Director manages business culture and operations, focusing on performance, facility management, and continuous improvement in a high-volume call center environment.

Perform quality reviews of calls, emails, and chats to identify trends and process gaps. Develop audit guidelines, facilitate calibrations, analyze data to recommend remediation, and support quality initiatives. Act as SME for team members, represent the team in audits, and drive improvements to ensure adherence to SOPs and high service standards.

The Senior Manager - Business Excellence monitors customer interactions, improves quality and performance, manages audits, ensures compliance, and drives process improvement in healthcare services.

Design, develop, implement, and maintain new-hire and ongoing contact center training using instructor-led, virtual, and eLearning approaches. Create evaluations, micro-learning, role-play scenarios, and measure program effectiveness. Partner with operations, SMEs, and leadership, mentor others, and apply emerging learning technologies to improve engagement and efficiency.

Lead creation, maintenance, and governance of knowledge articles for contact center and coverage review operations. Partner with SMEs to capture, structure, tag, and publish content in enterprise knowledge platforms (using KCS and KM best practices), monitor usage and quality, prioritize requests, and support KM initiatives including AI-optimized content for human and machine consumption.

Design, develop, implement and maintain new-hire and ongoing training curriculum for contact center roles using instructor-led, virtual, and eLearning formats. Create engaging micro-learning, role-plays, evaluations, and measure training effectiveness. Partner with operations and SMEs, lead projects, mentor peers, and pilot emerging learning technologies to improve learner engagement and training impact.

Design, develop, implement, and maintain new hire and ongoing training for contact center roles. Create engaging eLearning, instructor-led, and microlearning content using authoring tools, measure learning effectiveness, mentor others, partner with operations and SMEs, and lead curriculum projects using Agile practices to keep materials current and aligned to business needs.

Create, maintain, and publish high-quality knowledge articles following KM and technical writing standards. Collaborate with SMEs, prioritize requests, manage knowledge systems (metadata/tagging), monitor usage metrics, and support KM strategy and large-scale projects to improve findability and reuse.

Manage quality and continuous improvement initiatives across customer interactions to improve CSAT and operational performance. Lead audits, compliance (HIPAA/QISMS/ISO), change control, training, and Lean Six Sigma projects. Coach teams, investigate quality issues, liaise with clients, and enforce SOPs and documentation control.

Lead analysis and hypothesis-driven testing to improve GenAI accuracy and knowledge quality. Govern KnowledgeXchange, audit and optimize knowledge articles, partner with technology teams to validate platform changes, and translate diagnostic insights into actionable KM and AI performance improvements.