California Quality Training Specialist
Job Summary
To enhance employee engagement and service quality, the full-time California Quality Training Specialist will develop and coordinate training programs, perform quality monitoring of customer interactions, and track improvement efforts in a remote environment.
Key responsibilities
- Conduct regular quality reviews of the BA team's customer interactions to ensure compliance with standards
- Design and implement training programs for new hires and ongoing education for the BA team
- Collaborate with the Customer Engagement Analysis Team to improve tracking tools for customer satisfaction and BA quality
Required qualifications
- Bachelor's Degree or equivalent combination of education and experience
- Two or more years of related work experience in customer service or a call center environment
- Experience in the insurance industry or group health plans operations
- Basic knowledge of training techniques and principles
- Proficiency in Microsoft Office Suite
Complete Job Description
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