Quality Training & Employee Engagement Specialist

Alliant Insurance Services; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

Alliant Insurance Services is seeking a Quality Assurance and Training Specialist to ensure high-quality client interactions by the Benefit Advocate team. You will develop, implement, and monitor training programs for new hires and ongoing staff development to enhance service delivery across benefits operations.

The role emphasizes standardization of QA processes, data integrity, and collaboration with the engagement analytics team to drive customer satisfaction improvements.

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 quality reviews of BA team interactions to ensure standards.
• Tracks and presents results of quality improvement efforts and customer satisfaction.
• Develops and coordinates employee training programs for new hires and ongoing training.
• Creates and maintains training records for staff participation and progress.
• Collaborates with Customer Engagement Analysis Team to improve tracking tools.
• Ensures training materials and procedures are up to date in a fast-changing environment.
• Reviews compliance updates and trains the BA team on related rules.
• Engages BAs through internal engagement practices and techniques.
• Provides input to strategic decisions affecting BA team functions.
• Researches new training methods and suggests enhancements to current programs.

Skills

Training techniques

Communication

Attention to detail

Training others

Independent

Prioritization

Microsoft Office Suite

Education

Bachelor's Degree or equivalent combination of education and experience

Two or more years related work experience

Customer service call center experience

Insurance industry experience / group health plans operations

Job description

At Alliant Insurance Services, we thrive on creating employee benefits solutions built on the idea that health makes growth possible. As top tier professionals dedicated to solving our clients' health and welfare insurance challenges, Alliant team members deliver an unrivaled depth of service, and our unique approach enables us to help clients stay resilient and turn change into opportunity. This position is a chance to join a dynamic, expanding company with prospects for individual and career growth.

As one of the 5 largest insurance brokerage firms in the U.S., Alliant provides property and casualty, workers' compensation, employee benefits, surety, and financial products and services to clients nationwide. More information is available at www.alliant.com.

SUMMARY

Responsible for ensuring that the overall process improvement activities produce high quality interactions with the clients and produce efficiencies in operations. Develops programs to review and evaluate BA team engagement to ensure service delivery is consistent with the Benefits ABC practice's standards. Perform quality monitoring of Benefit Advocate (BA) team recordings, live calls, chats, emails and reports to determine customer trends and issues that relate to the customer's overall experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Performs regular quality reviews of the work and interactions of the BA team with customers to ensure proper standards are consistently met, including review of engagement documentation to ensure proper format is utilized.
• Tracks and presents results of improvement efforts and ongoing measures of quality and customer satisfaction to management.
• Develops, designs and coordinates employee training programs for new hires and ongoing training for the BA team.
• Creates and administers the record keeping system to track employee training, participation, and progress.
• Works with Customer Engagement Analysis Team to develop better tools for tracking customer interaction, customer satisfaction and BA quality
• Ensures that training materials, procedures and job aids are up to date and are effective for the team to use in a fast changing environment.
• Reviews the corporate compliance web site for updates to rules and regulation changes and then translates and trains the team on anything related to the BA program.
• Ensures BA's are actively engaged through implementation of various internal BA's engagement practices and techniques.
• Provides input to strategic decisions that affect the functional area of the BA team.
• Researches new training techniques and suggests enhancements to existing training programs to meet the changing needs of the organization.
• Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information).
• Assists with support on special projects as needed.
• Other duties as assigned.

QUALIFICATIONS

EDUCATION / EXPERIENCE

• Bachelor's Degree or equivalent combination of education and experience
• Two (2) or more years related work experience
• Experience working in a customer service call center
• Insurance industry or group health plans operations experience handling eligibility, claims resolution, benefits education, or equivalent

SKILLS

• Basic knowledge of training techniques and principles to effectively instruct the engagement team
• Excellent verbal and written communication skills
• Excellent attention to detail
• Ability to train others
• Ability to work independently as well as collaboratively to achieve specific goals and objectives
• Ability to prioritize work for multiple projects and deadlines
• Proficient in Microsoft Office Suite

We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.

Alliant Insurance Services, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on their qualifications and ability without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, sexual orientation, and gender identity), national origin, ancestry, physical or mental disability, medical condition, marital status, age, genetic information, or status as a protected veteran, in accordance with applicable federal, state, and local laws, including California law.

Applicants are protected under Federal law from discrimination. If you need an accommodation to complete the application process or would like to review these materials in an alternative format, please reach out to [e-mail]

For more information on Alliant Insurance Service's benefits, please visit www.alliant.com/about/careers/benefits