California Quality Training Specialist

Job Summary

To enhance employee engagement and ensure high-quality client interactions, the full-time California Quality Training Specialist will develop training programs, perform quality monitoring of team interactions, and track improvement measures in a virtual environment.

Key responsibilities

• Conduct regular quality reviews of the BA team's customer interactions to ensure compliance with established standards
• Develop and coordinate training programs for new hires and ongoing training for the BA team
• Collaborate with the Customer Engagement Analysis Team to improve tools for tracking 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, preferably in a customer service call center
• Experience in the insurance industry or group health plans operations
• Basic knowledge of training techniques and principles
• Proficiency in Microsoft Office Suite