Data-Driven Training Quality Coach for Customer Experience

BOP The Board of Pensions of the Presbyterian Church (USA); United States; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Defined benefit pension plan

403(b)(9) retirement savings plan

Generous paid time off

Tuition assistance

Employee Assistance Plan

Employer-paid disability coverage

Discount programs on entertainment

Job summary

BOP The Board of Pensions of the Presbyterian Church (USA) is seeking a Training Quality Control Specialist. This crucial role focuses on improving customer service representative performance through data analysis and training interventions. The Specialist will work closely with Quality Control and Training teams, ensuring comprehensive data reporting.

The ideal candidate will possess a Bachelor’s degree, with at least 5 years of relevant experience, particularly in a health insurance context. Strong communication skills and a passion for continuous improvement are essential. This position offers a range of benefits including medical coverage and generous paid time off.

Qualifications

• 5+ years of experience in training, quality control, or process improvement.
• Experience in a health insurance industry setting preferred.
• Ability to identify problems and develop effective solutions.

Responsibilities

• Monitoring customer interactions to ensure quality standards.
• Providing constructive feedback and coaching to agents.
• Designing and facilitating training programs to improve skills.
• Analyzing performance data to identify issues and trends.
• Collaborating with management and stakeholders to enhance processes.

Skills

Excellent written and verbal communication skills

Ability to analyze data

Skilled in providing constructive feedback

Deep understanding of customer service principles

Capacity for empathy and patience

Education

Bachelor’s degree, preferably in education or health field

Job description

BOP The Board of Pensions of the Presbyterian Church (USA) is seeking a Training Quality Control Specialist. This crucial role focuses on improving customer service representative performance through data analysis and training interventions. The Specialist will work closely with Quality Control and Training teams, ensuring comprehensive data reporting.

The ideal candidate will possess a Bachelor’s degree, with at least 5 years of relevant experience, particularly in a health insurance context. Strong communication skills and a passion for continuous improvement are essential. This position offers a range of benefits including medical coverage and generous paid time off.