Jessica Scaglione

Developed and deployed a comprehensive training strategy for healthcare programs, encompassing onboarding curriculum and on-the-job training, to ensure clinical and operational excellence.

Managed and developed a team of trainers through structured coaching, performance feedback, and capability assessments, significantly enhancing training delivery quality and team performance.

Aligned training initiatives with critical performance indicators, including Quality Assurance scores, Customer Satisfaction metrics, Length of Stay optimization, and Knowledge Base utilization, to directly impact business goals.

Designed and implemented executive-level reporting frameworks and performance dashboards, providing leadership with clear visibility into training effectiveness and program outcomes.

Implemented continuous improvement strategies by analyzing training metrics, identifying performance gaps, and deploying targeted interventions to enhance program results and maximize employee value from learning solutions.

Directed daily operations for training leads, ensuring consistent execution and delivery of high-impact training programs across the organization.

Increased new hire time-to-productivity by 25-35% through redesigning onboarding programs and implementing structured learning paths.

Improved employee retention by 15-20% within the first 90 days by enhancing onboarding and manager coaching programs.

Facilitated comprehensive training sessions and new-hire orientation classes, streamlining the onboarding process and accelerating employee integration.

Managed class sizes of up to 25 trainees simultaneously, ensuring thorough comprehension and mastery of all program materials and overseeing the budgeting process for optimal resource allocation.

Led end-to-end training and quality assurance functions for large-scale call center operations, ensuring alignment between learning programs, QA standards, and business performance goals.

Partnered with Operations, Workforce Management, and Leadership to translate QA insights into targeted training, coaching strategies, and performance improvement initiatives.

Oversaw delivery of new hire onboarding, nesting/OJT, and ongoing training programs, ensuring agents were prepared to meet QA, productivity, and customer experience expectations.

Managed and developed a team of trainers and QA analysts, driving accountability for performance, consistency in delivery, and quality of evaluations.

Drove continuous improvement initiatives focused on reducing ramp time, improving QA scores, increasing CSAT, and enhancing overall customer experience across BPO-style operations.

Delivered high-impact new hire onboarding and ongoing training for call center agents in a fast-paced, high-volume environment across voice, chat, and email support.

Facilitated engaging virtual and instructor-led training (VILT/ILT) sessions, ensuring high knowledge retention and readiness for production.

Translated complex processes, systems, and policies into clear, learner-friendly training materials, including facilitator guides, job aids, and quick reference tools.

Monitored trainee performance during nesting/OJT using QA scorecards, call monitoring tools (e.g., Verint), and productivity metrics to provide targeted coaching.

Identified performance gaps through analysis of QA scores, AHT, CSAT, and adherence, implementing targeted coaching and retraining plans to enhance agent performance.

Administered and optimized LMS operations for 5,000+ users, managing course deployment, curricula structure, user access, and system configurations.

Owned the end-to-end LMS lifecycle, including course creation, testing, publishing, version control, and retirement, ensuring accuracy and compliance.

Partnered with L&D, Operations, QA, and Compliance teams to align learning programs with business goals, regulatory requirements, and performance expectations.

Designed and maintained learning paths, certification programs, and role-based curricula, supporting onboarding, upskilling, and leadership development.

Generated and analyzed LMS reports and dashboards to track completion rates, learner progress, knowledge gaps, and training effectiveness, informing strategic adjustments.

Led end-to-end instructional design projects using ADDIE methodology, from needs analysis through evaluation, ensuring alignment to business goals and performance outcomes.

Partnered with subject matter experts (SMEs), operations leaders, and stakeholders to identify skill gaps and translate complex processes into effective, learner-centered solutions.

Designed and developed a variety of learning assets, including eLearning modules (Articulate Storyline & Rise), facilitator guides, participant materials, job aids, and assessments.

Created scenario-based and simulation-driven learning experiences to improve knowledge retention, critical thinking, and real-world application.

Conducted training needs assessments and root cause analysis to determine whether performance gaps required training or operational/process solutions, developing learning objectives and detailed scripts.