Strategic Quality Training & Engagement Leader

Alliant Insurance Services; Utah; On-site; USD 55,000 - 75,000; Full time

Job summary

Alliant Insurance Services is seeking a training-focused QA professional to ensure high-quality client interactions and efficient operations within the Benefits Practice. The role emphasizes monitoring, training design, and record-keeping to support a fast-changing environment.

Responsibilities include conducting regular quality reviews of the Benefit Advocate team, developing training programs for new hires, and collaborating with the Engagement Analysis Team to improve customer satisfaction

Qualifications

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

Responsibilities

• Performs regular quality reviews of the work and interactions of the BA team with customers to ensure proper standards are consistently met, including review of engagement documentation to ensure proper format is utilized.
• Tracks and presents results of improvement efforts and ongoing measures of quality and customer satisfaction to management.
• Develops, designs and coordinates employee training programs for new hires and ongoing training for the BA team.
• Creates and administers the record keeping system to track employee training, participation, and progress.
• Works with Customer Engagement Analysis Team to develop better tools for tracking customer interaction, customer satisfaction and BA quality.
• Ensures that training materials, procedures and job aids are up to date and are effective for the team to use in a fast changing environment.

Skills

Training skills

Communication

Detail oriented

Independent worker

Microsoft Office

Education

Bachelor's Degree

2+ years experience

Call center experience

Insurance industry experience

Tools

Microsoft Office Suite

Job description

Alliant Insurance Services is seeking a training-focused QA professional to ensure high-quality client interactions and efficient operations within the Benefits Practice. The role emphasizes monitoring, training design, and record-keeping to support a fast-changing environment.

Responsibilities include conducting regular quality reviews of the Benefit Advocate team, developing training programs for new hires, and collaborating with the Engagement Analysis Team to improve customer satisfaction