Quality Training & Engagement Specialist

Alliant Insurance Services; California; On-site; USD 70,000 - 100,000; Full time

Job summary

Alliant Insurance Services is seeking a Quality Assurance Specialist for the Benefits Advocacy (BA) team to ensure high-quality client interactions and operational efficiencies. The role focuses on monitoring calls, chats, emails, and reports to identify trends and issues affecting the customer experience.

The position requires experience in a customer service call center, familiarity with insurance/health plans operations, and the ability to design and deliver employee training programs.

Qualifications

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

Responsibilities

• Performs regular quality reviews of BA team interactions with customers.
• Tracks and presents results of improvement efforts and quality metrics.
• Develops training programs for new hires and ongoing BA team training.
• Maintains training records and progress tracking.
• Works with analysis team to improve tools for tracking customer interaction and satisfaction.
• Ensures training materials and procedures stay up-to-date in a changing environment.
• Translates compliance updates to BA team and trainings them.
• Ensures BA engagement through internal practices and techniques.
• Provides input to strategic decisions affecting the BA team.
• Researches new training techniques and suggests enhancements.
• Adheres to data standards and integrity in the agency management system.
• Assists with support on special projects.

Skills

Customer service

Call center experience

Training delivery

Quality monitoring

Education

Bachelor's Degree or equivalent combination of education and experience

Job description

Alliant Insurance Services is seeking a Quality Assurance Specialist for the Benefits Advocacy (BA) team to ensure high-quality client interactions and operational efficiencies. The role focuses on monitoring calls, chats, emails, and reports to identify trends and issues affecting the customer experience.

The position requires experience in a customer service call center, familiarity with insurance/health plans operations, and the ability to design and deliver employee training programs.