SubjectWell is a venture-backed technology startup on an unstoppable mission to disrupt patient recruitment for clinical trials, a $100 billion dollar sector. Clinical trials need millions of qualified patient volunteers, but regularly fall behind schedule because patients are unaware of the benefits of clinical trials or even how to get involved. SubjectWell was founded by two entrepreneurs on their third successful startup finding consumers and matching them with opportunities in digital marketplaces. SubjectWell is transforming patient recruitment with the creation of the first and only clinical trials marketplace. We broadly educate people on the benefits of research participation and allow interested patients to choose from and be screened against multiple clinical trials in the marketplace. Since 2012, SubjectWell's high-touch approach has helped over 115 pharmaceutical and biotech companies find qualified patients in over 175 therapeutic areas.
SubjectWell is looking for exceptional people, who are passionate about their field of expertise. Your work will build an innovative healthcare startup that is helping patients access promising care and is speeding the delivery of new medical treatments to the world.
Here is your chance to really make a difference, both in your career and in the lives of millions.
About The Position
Subject Well is looking for a Quality and Learning Manager responsible for overseeing the management and delivery of the learning cycle, post-induction, and probationary phase, aimed at enhancing the employee's skills, knowledge, and capability.
Duties And Responsibilities
Learning Capability
- Initiate and manage the strategic delivery of best practice integrated learning and quality frameworks.
- Provide support and thought leadership expertise to the Managing Director, Senior Managers, and Business Leaders.
- Develop policies, frameworks, and processes for quality and learning to support skills development based on the feedback from the People Operations Manager.
- In line with the operational and organizational strategy, implement learning and quality practices to deliver valuable and current quality insights.
- Actively support the Head of Call Centre Operations to coach and support the Call Centre in implementing learning and capability processes and tools.
- Develop measures to track the return of effectiveness on all learning and quality initiatives.
- Map the learning and capability needs for crucial leadership and scarce critical skills for roles as directed by the People Operations Manager.
- Evaluate individual and organizational learning needs for new projects/campaign implementation.
- Design and develop customized and outcome-based learning programs using e-learning and blended learning platforms.
- Consult with the Quality Insights Manager to ensure continuous improvement of Call Centre Operations.
- Support the People Operations Manager in designing and delivering a holistic Subject Well onboarding program for all roles.
- Identify skills gaps within the operational unit and ensure that these skill gaps are addressed via the appropriate learning programs.
- Work collaboratively with the People Operations Manager to design and deliver leadership programmes.
- Analyze QA data and provide actionable insights and solutions to drive business decisions.
- Track operational trends based on QA data that will support performance improvements.
- Lead projects on driving quality insights and performance analysis and effectively communicate these findings at all levels.
- In conjunction with the Operational Team (Head of Call Centre Operations and People Operations Manager), solve challenging business problems creatively and efficiently, ensuring operational growth.
- Use the knowledge gained from the Insights Team to drive innovative operational learning programs for the organization.
- Manage the end-to-end quality assurance process for relevant departments within Subject Well Cape Town, including but not limited to developing quality standards and defining quality metrics.
- Develop and design learning programs using quality insights with the Head of Call Centre Operations and the People Operations Manager.
- Develop and implement internal audit processes to ensure adherence to policies and procedures from a quality assurance perspective.
- Develop, coach, and mentor the team of Quality Assurance Professionals to ensure operational goals and objectives are met.
- Establish and maintain strong relationships with key stakeholders within the organization.
- Adopt other tasks or projects in collaboration with the People Operations Manager to support employee growth and development.
- Six years + in a Learning Design, Development, and Delivery or equivalent function, executing a broad range of learning design and delivery, frameworks, policies, procedures, and guidelines.
- 5-8 years experience in a Quality and Learning Manager position, preferably within a Contact Centre environment.
- Training, coaching, and mentoring experience are essential.
- Analytical and critical thinking skills
- Excellent communication, presentation, and interpersonal skills.
- Thorough knowledge of methodologies of quality assurance standards, processes, and performance metrics
- BSc/BA in Business Administration or a related field of study (Six Sigma) is advantageous.
SubjectWell hires incredibly talented and driven people who make us better. We strive to create a great workplace by investing in our employees. We value your well-being and happiness from our no-cost, fully paid medical aid for you and your immediate family to our nightly catered dinners and refreshments. And with employee stock options and employer-contributed pension funds, we are dedicated to your future.
For more in-depth information on what it's like to work at SubjectWell, as well as a comprehensive list of our benefits and perks, visit http://www.subjectwell.com/work-with-us.
