Quality Training Specialist

Job Summary

To enhance client interactions and operational efficiencies, the full-time remote Quality Training Specialist will develop and implement training programs, perform quality monitoring of the Benefit Advocate team, and track improvement efforts related to customer satisfaction.

Key responsibilities

• Conduct regular quality reviews of the Benefit Advocate team's customer interactions to ensure compliance with established standards
• Design and coordinate training programs for new hires and ongoing development of the team
• Collaborate with the Customer Engagement Analysis Team to improve tracking tools for customer interactions and satisfaction metrics

Required qualifications

• Bachelor's Degree or equivalent combination of education and experience
• Two or more years of relevant work experience, particularly 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