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Quality and Training Manager

Greenville, SC
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Job Details

Careers Center | Quality and Training Manager

Quality and Training Manager

System ID
Human Resources
Relocation Type
Yes - According to Grade
Employment Status

Unit Description

Sodexo is seeking a system-wide  Training & Innovation Manager for Vidant Health System.

Vidant Health is a 1,439-bed that annually serves more than 1.4 million people in 29 counties. The health system is made up of 12,000 employees, eight , home health, hospice, wellness centers, and Vidant Medical Group, a multispecialty physician and provider group with more than 420 providers in 80 practice sites. Their flagship is affiliated with the at in . 

Sodexo provides many non-clinical services and supports Vidant Health in their journey to be a World Class provider of health care to the greater Eastern North Carolina Area.  This position supports that mission by providing leadership for our Food Service and Environmental Services teams in the delivery of safe, sanitary, innovative, and passionate execution of services to our Patients, Customers and hospital Employees in a variety of settings. Relocation available. 



The ideal candidate for this position will:

  • Exhibit Sodexo’s “CARES” behaviors (Compassion, Accountability, Respect, and Service)
  • Exhibit Sodexo’s “FOSS” behaviors (Focus on Service Spirit)
  • Possess the ability and passion to train and drive a mobile customer satisfaction tool for the purposes of assessing the quality of our products and services; and the skills to data-mine and provide key opportunities for improvement to the leadership teams at each Cone Health location
  • Have the experience and drive to improve Employee and Customer Satisfaction
  • Experience (helpful, but not necessary) with bedside order entry and room service patient dining program models
  • Amazing Customer Service skills are a must!
  • Ability to implement and adhere to the Sodexo operating standards for the programs being provided to Vidant Health.
  • Drive, dependability, and the ability to work independently
  • Build and foster positive working relationships with key constituents
  • Ability to inspire employees to excel in Customer interactions
  • Be able to deliver superior results by directing and motivating a team of employees to complete assigned responsibilities

This individual is responsible for supporting in a variety of duties pertaining to: patient experience; patient services and meal delivery; and housekeeping services. The Patient Experience Manager provides support to all healthcare accounts to ensure that patient satisfaction scores are being exceeded; that proper rounding standards are being met; that proper service recovery procedures are in place as necessary; that food and physical safety and sanitation of the diet office and tray line areas are maintained; that food quality and flavor profiles are consistent and exceed expectations; and that positive and professional working relationships are fostered both intra and interdepartmentally. The Patient Experience Manager should be able to understand each hospital’s method for tracking, reporting and strategizing patient satisfaction results and working with the leadership team at each hospital to create solutions for process improvement.


Careers in Healthcare:

Working for Sodexo in Healthcare allows you to offer patients, healthcare professionals and caregivers around the world the best healthcare experience possible while influencing patient satisfaction, as well as cost reduction and increased productivity for our clients. Sodexo’s unique CARES culture develops a dynamic atmosphere where employees are respected, turnover is low and career growth opportunities are created from within.


Working for Sodexo:

How far will your ambition, talent and dedication take you? Sodexo fosters a culture committed to the growth of individuals through continuous learning, mentoring and other career growth opportunities, along with the performance of organizations. We believe it is important for our work to be meaningful to all who contribute to it, and we remain faithful to our mission, our core values and the ethical principles that have guided us since 1966. We support these values and help them thrive in each employee.


We strive to make working for Sodexo a genuinely great experience with benefits to promote your professional, personal and financial well-being, and to improve your Quality of Life now and into the future. Our experiences with our over 50 million customers each and every day enable us to develop Quality of Life services that reinforce the well-being of individuals, improving their effectiveness and helping companies and organizations to improve performance … every day. 


Position Summary

Primary role is to coach, develop and train 40 PeopleCenter HR Specialists on all aspects of call handling. Works with PeopleCenter leadership to ensure the HRS meet or exceed operations productivity and employee satisfaction goals.  Identifies task-specific quality metrics and standards, along with associated methodologies and processes for observation, evaluation and reporting of actual performance against these standards.   Supports the rest of the management team in identifying and executing action plans to improve overall performance.  Develops and delivers training materials.  Provides one-on-one coaching to HRS based on quality monitoring results. Works closely with PeopleCenter managers (855, Mobility, LOA) and ER Services (Tier 2)) leadership, Content & Policy Lead and Continuous Improvement  Lead on the consistent execution of quality monitoring, feedback, training and continuous improvement of PeopleCenter Operations.  

Qualifications & Requirements

Basic Education Requirement - Bachelor’s Degree 

Basic Management Experience - 3 years

Basic Functional Experience - 3 years of related experience, preferred in Human Resources


Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.

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