Quality & Engagement Training Specialist

Alliant Private Client; Northern (KY); Hybrid; USD 55,000 - 80,000; Full time

Job summary

Alliant Private Client is seeking a Quality & Training Specialist to improve client interactions and drive efficiencies across the Benefit Advocate (BA) team. You will design and deliver new hire and ongoing BA training, monitor QA of calls, chats, emails, and reports, and collaborate with the Customer Engagement Analysis Team to enhance tracking tools and customer satisfaction.

This role requires strong communication, attention to detail, and experience in call centers within the insurance or

Qualifications

• Bachelor's Degree or equivalent combination of education and experience.
• Two or more years related work experience.
• Experience in a customer service call center.
• Insurance industry or group health plans operations experience handling eligibility, claims resolution, benefits education, or equivalent.

Responsibilities

• Performs regular quality reviews of BA team interactions with customers to ensure standards.
• Tracks and presents results of improvement efforts and quality measures to management.
• Develops, designs and coordinates training programs for new hires and ongoing BA team training.
• Creates and administers the record keeping system to track employee training progress.
• Collaborates with Customer Engagement Analysis Team to improve tools for tracking interactions and satisfaction.
• Ensures training materials, procedures and job aids are up to date in a fast-changing environment.
• Reviews updates to compliance rules and trains the team on BA program changes.
• Provides input to strategic decisions affecting the BA team.

Skills

Verbal and written communication

Training delivery

Attention to detail

Independent & collaborative work

Time management

Education

Bachelor's Degree or equivalent combination of education and experience

Tools

Microsoft Office Suite

Job description

Alliant Private Client is seeking a Quality & Training Specialist to improve client interactions and drive efficiencies across the Benefit Advocate (BA) team. You will design and deliver new hire and ongoing BA training, monitor QA of calls, chats, emails, and reports, and collaborate with the Customer Engagement Analysis Team to enhance tracking tools and customer satisfaction.

This role requires strong communication, attention to detail, and experience in call centers within the insurance or