Senior Training & Quality Specialist

Jobtailor; Chicago (IL); On-site; USD 70,000 - 95,000; Full time

Job summary

Jobtailor in Chicago seeks a Training and QA Specialist to design, develop, deliver, and evaluate training programs and QA initiatives supporting AMA Insurance Agency operations. Design, develop, maintain, and update curricula, presentations, job aids, reference guides, procedures, and e-learning materials; deliver instructor-led, virtual, and self-paced training for new hires and existing employees.

You will conduct training on insurance products, systems, compliance requirements, and business

Qualifications

• Subject matter expertise in employee onboarding, continuous education, regulatory compliance, and quality improvement.
• Experience/knowledge of insurance products, systems, compliance requirements, and business processes.
• Ability to design, develop, maintain, and update training curricula, presentations, job aids, reference guides, procedures, and e-learning materials.
• Ability to deliver instructor-led, virtual, and self-paced training programs.
• Ability to conduct training needs assessments and identify knowledge and performance gaps.
• Ability to monitor and evaluate customer interactions, claims adjudication, enrollment, and administrative operations for quality compliance and service excellence.
• Ability to provide individual coaching, guidance, and skills-based feedback.
• Ability to develop and deliver training for LifePro and other business systems.
• Knowledge of regulatory, compliance, and operational requirements.
• Ability to support system implementations, enhancements, process changes, and change-management initiatives.

Responsibilities

• Design, develop, deliver, and evaluate training programs and quality assurance initiatives supporting AMA Insurance Agency operations.
• Design, develop, maintain, and update training curricula, presentations, job aids, reference guides, procedures, and e-learning materials.
• Deliver instructor-led, virtual, and self-paced training for new hires and existing employees.
• Conduct training on insurance products, systems, compliance requirements, and business processes.
• Develop and facilitate professional development training programs.
• Coordinate and support onboarding activities for new employees.
• Maintain training records, learning materials, reference guides, and documentation.
• Conduct training needs assessments and identify knowledge and performance gaps.
• Measure training effectiveness and modify content based on learner performance and operational needs.
• Implement and train carrier regulatory and disaster recovery bulletins, identify state-specific customer accommodations or allowances, communicate requirements, provide guidance, maintain documentation, and ensure compliant implementation.
• Monitor and evaluate customer interactions, including inbound and outbound calls, claim adjudication, enrollment, and administrative operations.
• Identify trends, performance gaps, and training opportunities through quality reviews.
• Provide coaching and feedback to support employee development.
• Collaborate with managers to identify learning needs and improve quality outcomes.
• Serve as an internal consultant to employees and managers by assessing learning needs and recommending training solutions.
• Develop and deliver training and adoption for LifePro and other business systems.
• Support system implementations, enhancements, and process changes through training and documentation.
• Liaise between operational teams and business stakeholders to translate business requirements into training solutions.
• Participate in special projects and strategic initiatives.
• Assist with professional development and insurance education programs.
• Support change-management initiatives related to products, technologies, and business processes.
• Participate in continuous improvement and process optimization efforts.
• Assist with process mapping, workflow analysis, and standard operating procedure documentation.
• Recommend solutions to improve efficiency, accuracy, quality, and customer experience.
• Keep training materials and procedures current with system, product, and regulatory changes.
• Perform additional responsibilities as assigned.

Skills

Onboarding expertise

Regulatory compliance

Quality improvement

Training needs assessment

Coaching and feedback

Communication

Collaboration

Problem-solving

Adaptability

Tools

LifePro

E-Learning Platforms

Training Management Systems

Job description

• Design, develop, deliver, and evaluate training programs and quality assurance initiatives supporting AMA Insurance Agency operations


• Design, develop, maintain, and update training curricula, presentations, job aids, reference guides, procedures, and e-learning materials


• Deliver instructor-led, virtual, and self-paced training for new hires and existing employees


• Conduct training on insurance products, systems, compliance requirements, and business processes


• Develop and facilitate professional development training programs


• Coordinate and support onboarding activities for new employees


• Maintain training records, learning materials, reference guides, and documentation


• Conduct training needs assessments and identify knowledge and performance gaps


• Measure training effectiveness and modify content based on learner performance and operational needs


• Implement and train carrier regulatory and disaster recovery bulletins, identify state-specific customer accommodations or allowances, communicate requirements, provide guidance, maintain documentation, and ensure compliant implementation


• Monitor and evaluate customer interactions, including inbound and outbound calls, claim adjudication, enrollment, and administrative operations


• Identify trends, performance gaps, and training opportunities through quality reviews


• Provide coaching and feedback to support employee development


• Collaborate with managers to identify learning needs and improve quality outcomes


• Serve as an internal consultant to employees and managers by assessing learning needs and recommending training solutions


• Develop and deliver training and adoption for LifePro and other business systems


• Support system implementations, enhancements, and process changes through training and documentation


• Liaise between operational teams and business stakeholders to translate business requirements into training solutions


• Participate in special projects and strategic initiatives


• Assist with professional development and insurance education programs


• Support change-management initiatives related to products, technologies, and business processes


• Participate in continuous improvement and process optimization efforts


• Assist with process mapping, workflow analysis, and standard operating procedure documentation


• Recommend solutions to improve efficiency, accuracy, quality, and customer experience


• Keep training materials and procedures current with system, product, and regulatory changes


• Perform additional responsibilities as assigned

Requirements

• Subject matter expertise in employee onboarding, continuous education, business systems, regulatory compliance, and quality improvement


• Experience/knowledge of insurance products, systems, compliance requirements, and business processes


• Ability to design, develop, maintain, and update training curricula, presentations, job aids, reference guides, procedures, and e-learning materials


• Ability to deliver instructor-led, virtual, and self-paced training programs


• Ability to conduct training needs assessments and identify knowledge and performance gaps


• Ability to monitor and evaluate customer interactions, claims adjudication, enrollment, and administrative operations for quality compliance and service excellence


• Ability to provide individual coaching, guidance, and skills-based feedback


• Ability to develop and deliver training for LifePro and other business systems


• Knowledge of regulatory, compliance, and operational requirements


• Ability to support system implementations, enhancements, process changes, and change-management initiatives


• Ability to perform process mapping, workflow analysis, and standard operating procedure documentation

Core Competencies

Demonstrates expertise in designing and delivering training programs, with a strong focus on regulatory compliance and quality improvement in the insurance sector. Proficient in conducting training needs assessments and developing effective training materials for various business systems.

Highest-signal resume keywords

• Training Curriculum Development


• Instructor-Led Training Delivery


• Regulatory Compliance Knowledge


• Training Needs Assessment


• LifePro System Training

Hard Skills

• Training Program Design


• E-Learning Material Development


• Process Mapping


• Workflow Analysis


• Quality Assurance Initiatives


• Claims Adjudication Monitoring


• Coaching and Feedback


• Change Management Support


• Continuous Education


• Business Systems Knowledge

Soft Skills

• Collaboration


• Communication


• Consultative Skills


• Problem-Solving


• Adaptability

Industry Keywords

• Insurance Products


• Compliance Requirements


• Onboarding


• Quality Improvement


• Customer Experience

Tools & Technologies

• LifePro


• E-Learning Platforms


• Training Management Systems