Quality, Training & Engagement Supervisor

Alliant Insurance Services; Washington; On-site; USD 120,000 - 170,000; Full time

Job summary

Alliant Insurance Services seeks a leader to oversee the Quality, Training, and Employee Engagement function. You will guide a team, set performance standards, and align training with client expectations.

You will drive quality initiatives and ensure compliance with policies and procedures across the department. You will coordinate with data analysis and operations to improve client interactions, performance metrics, and training outcomes, while contributing to budgeting and resource planning

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.
• Ensure the department meets customer needs and delivers high service standards.
• Hire decisions, performance appraisals, salary adjustments, and promotions.
• Oversee day-to-day operations and monitor team performance.
• Develop and implement policies, procedures, and training curricula.
• Document and follow business processes per requirements.
• Develop programs for strategic planning to evaluate BA training quality.
• Drive process improvements for higher quality client interactions.
• Collaborate with Customer Engagement Data Analysis to improve tools.
• Resolve escalated issues and coordinate with other departments.
• Assist budgeting for tools and training programs.

Skills

Training techniques

Talent management

Analytical reasoning

Communication skills

Attention to detail

Implementation of new systems

Independent work

Project prioritization

MS Office proficiency

Education

Bachelor's degree or equivalent

6+ years related experience

Call center or training experience

Insurance industry or group health plans operations experience

Tools

Microsoft Office Suite

Job description

Alliant Insurance Services seeks a leader to oversee the Quality, Training, and Employee Engagement function. You will guide a team, set performance standards, and align training with client expectations.

You will drive quality initiatives and ensure compliance with policies and procedures across the department. You will coordinate with data analysis and operations to improve client interactions, performance metrics, and training outcomes, while contributing to budgeting and resource planning