An exciting opportunity for a hands-on, data-driven QA & Training Lead to build scalable onboarding programs, drive quality standards, and align cross-functional processes across sales, operations, and customer success in a fast growing environment.   Company Profile: Our client is the leading platform connecting Nurse Practitioners (NPs) with collaborating physicians across the United States. Their service streamlines an often-complex process—enabling NPs to quickly, affordably, and confidently find physician collaborators to meet state requirements and launch their practices.   Overall purpose and responsibilities of the role: The Quality & Training Lead is a newly created position responsible for building operational excellence across our Customer Success and Operations teams. This role will design and implement quality assurance frameworks, develop scalable training programs, and create the systems that enable consistent, high-quality service delivery as we grow. This is a foundational role that directly impacts customer retention and satisfaction, team scalability and hiring velocity, operational consistency and process adherence, and leadership bandwidth and strategic capacity. You will act as the bridge between strategy and execution ensuring that what we intend to deliver is consistently reflected in what customers actually experience.   Duties and Responsibilities: The Challenge We’re Solving As a growing company, we're experiencing typical scaling challenges: - Inconsistent quality across customer interactions - Training and onboarding bottlenecks limiting hiring speed - Heavy reliance on key team members (creating risk and burnout) - Limited documentation and process standardization - Reactive rather than proactive quality management   Training & Onboarding (Primary Focus) - Design, build, and continuously improve a structured onboarding program for all new hires, reducing time-to-competency across Customer Success, Physician Experience, and Operations teams - Develop role-specific training curricula including product knowledge, platform navigation (Odoo, Stripe), communication standards, and healthcare industry context - Create and maintain a training content library: SOPs, video walkthroughs, quick-reference guides, and knowledge base articles - Facilitate live training sessions (virtual), workshops, and role-play exercises for both new and existing team members - Track onboarding milestones and certifications; build dashboards to measure training effectiveness and knowledge retention - Build and deliver sales-specific training programs covering consultative selling, objection handling, pipeline management, and conversion optimization for inbound and outbound sales teams - Conduct structured training needs analysis based on QA findings, operational data, and observed performance gaps - Develop and propose new training modules, improvement plans, and alignment initiatives based on identified needs - Support onboarding through deep-dive shadowing of roles (Sales, Customer Success, Operations) to understand end-to-end workflows before training deployment   Quality Assurance - Establish and manage a QA scoring framework for customer-facing and sales interactions, including inbound/outbound calls, discovery and closing calls, emails, chat, and ticket resolution - Conduct regular quality audits and calibration sessions with team leads across sales and support functions to ensure consistent evaluation standards and objection-handling effectiveness - Identify trends in quality data and translate findings into targeted coaching plans and training updates - Establish SLAs and quality standards by role and function - Create and deliver QA reporting dashboards for leadership review - Analyze operational metrics such as call volumes, resolution rates, turnaround times, and ticket management to identify improvement areas   Performance Development - Partner with department heads (Physician Experience, Customer Success) to identify skill gaps and design upskilling programs - Translate QA insights into actionable coaching plans and process improvements - Implement a continuous learning culture with regular refresher trainings, lunch-and-learns, and peer coaching programs - Build feedback loops between frontline teams and leadership - Support performance improvement plans with structured coaching and progress tracking - Provide actionable insights and recommendations to leadership based on performance analysis and observed trends   Process & Documentation - Collaborate with Operations to document and standardize workflows as the company scales - Maintain a living SOP library and ensure all processes are version-controlled and accessible - Champion process improvements identified through QA insights and team feedback - Evaluate the effectiveness of existing processes, KPIs, and scorecards to ensure alignment with business goals and practicality - Recommend and implement process refinements to support scalability and organizational growth - Ensure cross-functional process alignment and seamless handoffs between departments   Leadership Enablement - Provide coaching frameworks and tools to help managers give effective feedback and develop their teams - Support managers in transitioning from execution-focused to strategic leadership roles - Create manager toolkits: performance review templates, coaching guides, delegation frameworks   Cross-Functional Collaboration - Work closely with Sales, Customer Success, Operations, and Product teams to ensure alignment of processes, metrics, and workflows - Act as a central point of coordination to ensure end-to-end process cohesion across departments - Partner with the Product team to understand system enhancements, workflow changes, and new feature rollouts - Translate product/system updates into training materials and ensure effective communication to all relevant teams   Execution & Role Evolution - Act as both a strategic leader and hands-on contributor in training delivery, QA monitoring, and process improvement initiatives - Transition from execution-heavy responsibilities to a more strategic leadership role as the team scales   How Success Will Be Measured - Reduction in new hire time-to-competency (target: 30% improvement within first 6 months) - New hire satisfaction scores during and after onboarding - QA scores trending upward across all customer-facing teams - Training content library completeness and currency (% of roles with documented onboarding paths) - Employee retention rates correlated with training program participation

Who We Are Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com. What We Do Oversees, develops and delivers training programs for First American employees and/or external customers and/or partners to meet organizational and learner needs. Partners with business leaders, stakeholders, and, as applicable, external partners to identify training needs, design scalable solutions and ensure consistent, high-quality training execution. Play a key mentorship role, coaching and supporting trainers to elevate facilitation quality, instructional effectiveness, and learner outcomes. This role brings deep expertise in learning design, facilitation and performance improvement to solve complex business challenges What You'll DO - May partner with external vendors, services providers, or strategic partners to ensure training alignment, effectiveness and performance outcomes. - Provides mentorship, coaching and guidance to trainers to improve facilitation skills, instructional consistency, and learner engagement - Observes training delivery and provides actionable feedback to support trainer growth and effectiveness. - Audits training delivery, materials, and learner outcomes to ensure alignment with business objectives, curriculum standards, and quality expectations. - Either partners with Instructional designers or independently completes updates to curriculum to address identified gaps What You'll Bring - Bachelor’s degree or equivalent combination of education and experience - 8+ years of directly related experience in training, learning, or performance enablement - Ability to establish and maintain effective working relationships at the senior management level across functional groups, business units, and external partners. - Extensive knowledge of instructional design theory and/or learning principles - Ability to influence without direct authority and manage training initiatives across organizational or external boundaries. - Strong understanding of effective teaching methodologies and tools - Demonstrated ability to coach, mentor, and influence trainers without direct authority - Extensive knowledge of traditional and modern training methods, tools and techniques - Ability to present complex information to a variety of audiences - Data gathering and analysis - Knowledge of modern training techniques and tools Pay Range: $85,000.00 - $113,300.00 Annually This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location. ** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. ** First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act). First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements. What We Offer By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

We are looking for a creative and detail-oriented Instructional Media Assistant to partner with our Instructional Design team. Your primary goal is to elevate the visual quality of our online courses by creating professional graphics, polished presentations, and engaging video content. You will play a key role in ensuring our courses are visually compelling and consistent with our institutional brand. The Instructional Media Assistant will provide support to faculty in the areas of curriculum delivery and course support which includes syllabi construction, coordination of course materials, textbook orders, course evaluations, and technological troubleshooting. The Instructional Media Assistant will participate in the analysis, design, development, and implementation of routine online courses, web-based training, and face-to-face training curricula. Specific Duties & Responsibilities Course/Program Support - Provide instructional design support and coordinate a range of online instructional tools and materials to enhance online course delivery. - Provide recommendations to faculty and subject matter experts to update existing courses. Perform routine revisions of existing course content. - Create and maintain faculty, student, and course information records in various locations/systems i.e. secured network drives, Teams, SharePoint, Learning Management System (LMS). - Update course websites in the LMS by creating assignments, checking APA citations, building exams, building groups, adding rubrics, setting up the Grade Center, and performing other maintenance as necessary. - Complete general QA of courses throughout the term to ensure that materials and course content align, and that all information is up to date. - Correspond and coordinate with faculty on term start preparations, to set up course for the upcoming term and occasionally determine how to effectively use the LMS tools and other communication software. - Assist Design & Technology teams with compliance with established accessibility (ADA/508/UDL) standards as well as university/division standards. - Assist in preparing course materials throughout term prior to posting in classroom i.e. Ensure appropriate template usage and formatting for syllabi, rubrics, documents & PDFs, and all PowerPoint presentations. - Maintain a collaborative relationship with faculty, Instructional Designer and Technology team members, and Program Administrators to ensure quality and consistency throughout our courses and programs. Technical Support - Provide guidance and training to faculty, TAs, clinical instructors, and guest lecturers as needed on all technologies used in online courses. - Troubleshoot technical issues that are escalated from the Level 1/Level 2 Help Desks Assist with effective implementation of instructional technology tools within learning management systems. - Consult with faculty on the use of instructional technologies for activities such as evaluation, presentation, audience response, live meetings, streaming video, etc. - Assist multimedia specialists with the preparation and production of recorded audio/video lectures. - Support/troubleshoot various educational and communication technology i.e. Turnitin, Zoom, Office 365 products, VoiceThread, Qualtrics, PowerPoint, Excel, Word, Adobe Connect, Poll Everywhere, RPNow, Respondus, Examsoft, Adobe PDF, Shadow Health, Late Nite Labs, etc. - Participate in technology implementation projects, providing project coordination when needed. - Triage and respond to faculty and student questions, concerns, and inquiries. Troubleshoot when able and escalate calls, emails, & JIRA tickets to appropriate staff for matters requiring specialized or a higher level of expertise/authority. - Collaborate with faculty and IDs to select the most appropriate technologies based on the content of the course. - Perform thorough in-depth quality assurance testing as needed. Administrative Support - Provide administrative assistance in the areas of course material production, Internet research, textbook selections and orders, course assignments, LMS sites and evaluations. - Assist instructional design & technology staff by researching industry trends and best practices and brainstorming ideas to solve design challenges. - Collect, prepare, analyze, and evaluate data collected from faculty and students in order to make recommendations on the impacts of design changes and technological innovations in programs and courses. - Serve on staff academic committees, task forces, and other working groups as assigned, as a representative for the CSS working group. - Prepare course reports as needed and assigned. - Other duties as assigned. In addition to the duties described above - Visual Course Design: Create and implement custom graphics, icons, and layout elements for Canvas (LMS) courses to improve the student user experience. - Presentation Design: Revamp existing faculty PowerPoint presentations into modern, visually engaging, and accessible instructional assets. - Multimedia Production: Assist in the production of short-form educational videos, including basic editing, adding motion graphics/overlays, and creating thumbnail images. - Brand Alignment: Ensure all course materials adhere to organizational branding guidelines (color palettes, typography, and logo usage). - Digital Asset Management: Organize and maintain a library of reusable design assets (templates, stock photos, and icons) for the ID team. - Accessibility Compliance: Ensure all visual assets meet WCAG accessibility standards (e.g., proper color contrast and alt-text readiness). Minimum Qualifications - Bachelor’s Degree. - One year of related experience. - Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula. Preferred Qualifications - Familiarity with Blackboard and/or other Learning Management Systems. - Ability to navigate and understand new technologies and strong grasp of educational technologies (VoiceThread, Turnitin, Poll Everywhere, Respondus, AEFIS, publisher, etc.) - Basic HTML experience and the ability to edit code to remove errors/excessive tags - Proficiency in Adobe Creative Cloud (specifically Photoshop and Illustrator) or Canva Pro. - Expert-level skills in PowerPoint (using master slides, layouts, and animations). - Strong understanding of typography, color theory, and layout design. - Ability to take a rough concept from an Instructional Designer and turn it into a professional graphic. - Experience with basic video editing (Premiere Pro, Camtasia, or Descript). - Experience working within Canvas or another Learning Management System. - Basic understanding of how people learn and how visuals can aid retention. - Experience with website design (e.g., layout aesthetics, intuitive navigation, and graphically appealing design). Technical Skills & Expected Level of Proficiency - Adult Learning Principles - Developing - Educational Technologies - Developing - Learning Management Systems - Developing - Oral and Written Communications - Intermediate The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs. Classified Title: Course Support Specialist Job Posting Title (Working Title): Instructional Media Assistant (Center for Teaching & Learning Design) Role/Level/Range: ACRO37.5/03/CF Starting Salary Range: $22,75 - $40.50 HRLY (Commensurate w/exp.) Employee group: Casual / On Call Schedule: M-F, 20 hrs wkly FLSA Status: Non-Exempt Location: Remote Department name: Center for Teaching and Learning Design Personnel area: Whiting School of Engineering

• Manage comprehensive training operations for data center accounts, overseeing the development and delivery of technical training programs while ensuring all staff maintain required competencies and certifications for safe, efficient operation of mission-critical infrastructure. • Oversee day-to-day training operations including scheduling, resource coordination, and program delivery across data center facilities. • Design and deliver hands-on training programs covering critical data center systems including power distribution, cooling infrastructure, fire suppression, security systems, and environmental monitoring. • Conduct technical assessments to identify skill gaps and develop targeted training interventions to enhance operational capabilities. • Implement mandatory safety training programs covering electrical safety, confined space procedures, emergency response protocols, and regulatory compliance requirements. • Lead training coordinators, technical instructors, and support staff to deliver consistent, high-quality training experiences. • Develop competency-based assessments and practical evaluations to validate employee skills and knowledge. • Implement training technologies including learning management systems, simulation software, and digital learning platforms to enhance training effectiveness. • Work closely with operations managers, engineering teams, and HR personnel to align training programs with business objectives and operational requirements.