Quality, Training & Engagement Supervisor

Alliant Insurance Services; Seattle (WA); On-site; USD 90,000 - 120,000; Full time

Job summary

Alliant Insurance Services, Inc. seeks a senior leader to manage the Quality, Training, & Employee Engagement staff and ensure the department delivers high-standard service to clients. The role drives process improvements, oversees performance, and coordinates with cross-functional teams to uphold quality and efficiency.

The position emphasizes hiring decisions, training program development, and strategic planning to enhance BA engagement and client outcomes across the organization.

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

• Supervises direct staff including coaching, developing, and motivating team members.
• Under limited supervision, makes hiring decisions, conducts performance appraisals, and recommends salary adjustments.
• Manages day-to-day operations and monitors team performance.
• Implements, reviews, and improves department policies, procedures, and service standards.
• Ensures business processes are documented and followed according to requirements.
• Designs and implements policies, procedures, and training curriculum to meet quality standards.
• Develops programs for strategic planning to review BA engagement and training quality.
• Leads quality improvement activities to enhance client interactions and efficiency.
• Works with Customer Engagement Data Analysis to develop tools for tracking satisfaction and quality.
• Resolves escalated issues and coordinates with other departments to address them.
• Contributes to budgeting for tools and programs in quality, training and engagement.

Skills

Staff coaching

Performance management

Quality assurance

Training program design

Employee engagement

Budgeting

Policy development

Leadership

Customer service

Process improvement

Team supervision

Strategic planning

Vendor coordination

MS Office

Education

Bachelor's Degree or equivalent

6+ years related experience

Tools

Microsoft Office Suite

Job description

Alliant Insurance Services, Inc. seeks a senior leader to manage the Quality, Training, & Employee Engagement staff and ensure the department delivers high-standard service to clients. The role drives process improvements, oversees performance, and coordinates with cross-functional teams to uphold quality and efficiency.

The position emphasizes hiring decisions, training program development, and strategic planning to enhance BA engagement and client outcomes across the organization.