Senior Specialist Customer Service Training and Call Quality (Healthcare)

Location: Deerfield, Illinois, United States; applicants must be authorized to work for any employer in the U.S.

Salary: $60,000–$82,500 annually, plus potential discretionary bonus.

Company

hirify.global develops healthcare solutions focused on improving healthcare delivery and saving and sustaining lives.

What you will do

• Build and develop training programs for new hires, process updates, and system improvements.
• Create and deliver presentations, handouts, and online training resources.
• Collaborate with subject matter experts and process owners to maintain accurate training content and SOP documentation.
• Implement evaluations to audit training effectiveness and recommend ongoing improvements.
• Provide performance feedback and mentoring through quality assessments.
• Maintain the quality program and distribute quality communications across the Customer Service Organization.

Requirements

• Bachelor’s degree in Education, Training and Development, or equivalent experience.
• More than three years of experience in customer service or adult education.
• Proficiency with CRM systems and ERP platforms such as JDE or SAP.
• Advanced proficiency in Microsoft Word, Excel, and Outlook.
• Strong communication, interpersonal, critical thinking, problem-solving, prioritization, and cross-functional collaboration skills.
• U.S. work authorization is required; employment visa sponsorship is not available.

Nice to have

• CPLP or CTP certification.
• Experience with training management systems and learning management systems.
• Project management or Lean Six Sigma certification at Blue Belt level or higher.
• Bilingual or multilingual communication skills.

Culture & Benefits

• Collaborative environment focused on service excellence, quality, safety, and accountability.
• Professional development through training, conferences, certifications, and advanced degrees.
• Medical and dental coverage beginning on day one, plus life, disability, and travel accident insurance.
• 401(k) retirement plan with company matching and employee stock purchase plan.
• Paid holidays, 20–35 days of paid time off based on service length, family and medical leave, and paid parental leave.
• Educational assistance, flexible spending accounts, commuting support, childcare benefits, and employee assistance programs.