Training and Quality Specialist

Job Description

job purpose To support Health Assured in ensuring that call structure and quality standards are being maintained by our Counselling and Advisory Teams and that feedback is provided using a quality matrix to the individuals assessed. Identifying learning and developmentopportunities and ensuring appropriate training is delivered within a timely manner. job overview We are looking for a highly motivated, skilled and driven individual to join our team to quality assess our Counsellors and Legal Advisors phone calls and provide consistent, high quality feedback and coaching to help drive our standards forward. You willidentify best practice and additional training requirements - liaising directly with the Counselling Team Managers Clinical, Quality and Risk Managers and Advisory Floor Manager. The role requires an understanding of Mental Health, specifically in the workplaceand an appreciation of the best way to ensure Learning Outcomes are met in an engaging and innovative fashion. day to day responsibilities

1. To complete no less than 40 call assessments per week
2. Collate and maintain documented evidence of call monitoring activity by completing accurate call assessment forms for each call that you listen to and ensure that a consistent approach to scoring is adhered to
3. Provide constructive feedback and quality coaching to the team following a quality assessment - identifying key trends and areas for development
4. Provide feedback to the Managers, keeping accurate reports and highlighting any issues and areas and working alongside the managers to implement and monitor development plans where necessary
5. Report on findings to the wider management team during monthly QA feedback sessions
6. Provide a weekly report of QA scores, trends and actions every Friday
7. Through trend analysis, design and implement relevant training sessions and to continually review and assess the training delivered and feedback received to ensure relevance and success.
8. To complete no less than 5 mystery shops per week and report findings from previous week every Monday
9. To keep up to date with relevant Mental Health news and changes within Mental Health legislation and to filter this throughout the department
10. To design, develop and deliver training for the counselling team and other departments within the EAP department, including planning and delivering EAP induction. Embracing different styles of training techniques, including e-learning, tutorial sessionsor coaching, at any of our satellite offices across the UK and Ireland
11. To plan and book training in advance, in conjunction with Workforce Planning, and coordinate attendance at organised training sessions
12. To be integral to the training element of the Health Assured staff conferences, which are held on a Saturday, and the client conferences held on a Saturday twice a year
13. To assist in the development of workshops and training programmes for Health Assured corporate clients
14. To drive and produce monthly training sessions for the counselling department inline with a 12 month training plan
15. To assist the department co-ordinator to ensure training records are updated and maintained across the departments
16. Liaise with key stakeholders to ensure training is up to date and relevant with wider market demands and changes

essential skills and Competencies

1. Relevant Counselling or Psychology qualification
2. Proactive and self-motivated attitude
3. Organised with the ability to manage your own workload on a daily basis
4. Excellent communication skills - listening and speaking
5. High level of accuracy and attention to detail
6. Excellent delivery skills and innovative ways of learning - encouraging engagement and involvement

desirable skills and Competencies

1. A desire to progress in learning and development, enhancing departmental knowledge.
2. Self-sufficient, innovative and driven with the ability to work independently or as part of a team.
3. High level of computer literacy (MS Office, Word, Excel and PowerPoint).
4. Experience of delivering training to both internal staff members and external clients.

This job description is not intended to be all-inclusive. You may perform other related duties as negotiated to meet the on-going needs of the organisationINDPENMP967102LS