The learning Design Professional uses instructional design, cognitive psychology and adult learning theory to determine the appropriate solution to a knowledge of performance gap. Work assignments varies and frequently requires interpretation and independent determination of appropriate courses of action.

➢ Act as a liaison with managers and staff while ensuring that the operational processes and systems are functioning properly in accordance with QA standards.➢ Assist in the design and implementation of policies and procedures to ensure that quality standards support the meetings of business objectives.➢ Effectively monitor calls and provide feedback➢ Research, recommend, and implement new or improved quality assurance methods, processes, tools, and systems.➢ Monitor all agent calls for quality assurance and provide constructive criticism to comply with Medicare guidelines and regulations➢ Define and implemented quality assurance practices and procedures across the center and monitor service delivery by Telesales Specialists➢ Assist in the coordination of monthly calibration meetings with supervisors and managers to assure QA and Medicare standards and regulations.➢ Weekly and Monthly communication with Agents on the most common areas that need improvement.