Quality Training & Engagement Leader

Alliant; Northern (KY); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Alliant Insurance Services, Inc. is seeking a Supervisor of Quality Training & Employee Engagement to lead a dedicated team responsible for training, quality assurance, and staff engagement. The role focuses on delivering high customer service standards across the department.

You will drive program development, coaching, performance evaluations, and collaboration with internal teams to improve processes and outcomes for clients and associates alike.

Qualifications

• Bachelor's Degree or equivalent combination of education and experience.
• Six (6) or more years related work experience.
• Prior call center or training experience.
• Insurance industry or group health plans operations experience.

Responsibilities

• Lead the Quality, Training, & Employee Engagement staff and ensure department delivers high service standards.
• Make hiring decisions, conduct performance appraisals, salary adjustments, promotions, and quality audits.
• Manage day-to-day operations and monitor team performance.
• Develop and implement department policies, procedures, and training curricula.
• Document and ensure adherence to processes according to company and client requirements.
• Coordinate with other departments to address issues and improve tools for tracking customer interaction and satisfaction.
• Develop budget input for tools and budgetary impacts of quality, training and engagement.

Skills

Training techniques

Employee engagement

Talent management

Communication skills

Detail oriented

MS Office

Education

Bachelor's degree

6+ years experience

Insurance industry experience

Job description

Alliant Insurance Services, Inc. is seeking a Supervisor of Quality Training & Employee Engagement to lead a dedicated team responsible for training, quality assurance, and staff engagement. The role focuses on delivering high customer service standards across the department.

You will drive program development, coaching, performance evaluations, and collaboration with internal teams to improve processes and outcomes for clients and associates alike.