Senior Manager – Quality and Training Operations

About the role:

External training program on medical communications

• Manage all aspects of successfully running a paid training program in medical communications for aspiring writers
• Onboarding, training, certification, billing, and offboarding of candidates (training content development and task assessments to be done by internal SMEs)
• Ensure customer satisfaction by providing a responsive service
• Troubleshooting of day to day activities
• Support marketing initiatives for uptake of program
• Ensure recruitment targets for program are met
• Vendor and freelancer management for e-learning and LMS system support
• Management of trainer schedules to ensure both internal and external training programs are run per plan.

Onboarding training program (for internal team)

• Manage the day to day training activities and oversee the timely execution of onboarding training program for new medical writers and editorial team members.
• Ensure trainees are receiving feedback in a timely manner
• Coordinate with SMEs to develop onboarding training content for other functions such as CS and BD
• Improve training outcomes and efficiencies by customizing the standard training program based on immediate business needs and candidate experience and caliber.
• Refresh training program periodically, implementing trainee feedback and keeping it current
• Gather practice area team feedback on post training writer performance and do any course corrections needed
• Manage LMS system, troubleshoot issues, coordinate with LMS vendor to find solutions
• Leverage reports to gain additional insights into onboarding training activities
• Ensure trainees completing onboarding training are provided a training calendar for the next 6 months for training modules from the KMS and such training is completed in a timely manner

Annual skill building plan (for internal team)

• Monitor evolving industry landscape, immediate business goals, current challenges faced by delivery team, client feedback, and individual performance to identify team and individual skill building plans, with inputs from practice area trainers and SMEs.
• Work with trainers and SMEs for content development, including reviews by practice area MDs
• Conduct monthly ongoing skill-building sessions and maintain training records.
• Implement practice -area- specific skill building plans, in consultation with respective practice leads and MDs.
• Implement robust feedback mechanism so that apt performance measures such as scores or qualitative feedback are provided to delivery team to ensure meaningful outcomes from on-going skill building activities.

Quality

• Attend practice area quality meetings to understand immediate challenges
• Work with practice area SMEs to translate quality challenges into training interventions where relevant
• Ensure performance report on SharePoint is utilized for career discussions by operations teams and for individual skill building planning
• Ensure CAPA forms are completed in an accurate and timely fashion
• Monitor CSAT scores, flag dips with practice leads, and ensure corrective actions are implemented
• Implement new quality initiatives based on evolving business needs.