Supervisor, Quality Training & Employee Engagement

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

At Alliant Insurance Services, we thrive on creating employee benefits solutions built on the idea that health makes growth possible. As top tier professionals dedicated to solving our clients' health and welfare insurance challenges, Alliant team members deliver an unrivaled depth of service, and our unique approach enables us to help clients stay resilient and turn change into opportunity. This position is a chance to join a dynamic, expanding company with prospects for individual and career growth.

As one of the 5 largest insurance brokerage firms in the U.S., Alliant provides property and casualty, workers' compensation, employee benefits, surety, and financial products and services to clients nationwide.

More information is available at www.alliant.com.

SUMMARY

Responsible for primary leadership and management of the Quality, Training, & Employee Engagement staff, ensuring the department meets the customer needs and is delivering a high standard of service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervises direct staff including coaching, developing, and motivating team members.
• Under limited supervision, makes hiring decisions, conducts performance appraisals, recommends salary adjustments and promotions, conducts quality audits, and identifies and makes recommendations regarding performance.
• Manages the day-to-day operations and monitors team performance.
• Implements, reviews, and improves department policies, procedures, and service standards.
• Ensures that all business processes are documented and followed according to company and client requirements.
• Ensures that work assignments delegated to staff are aligned with unit goals and objectives.
• Design and implements policies, procedures, job aides, and training curriculum to ensure that quality standards are met, customer satisfaction is achieved and all Benefit Advocates (BA) have the training they need to be successful.
• Develops programs for strategic planning to review and evaluate BA engagement, performance and training quality.
• Leads and directs process and overall quality improvement activities that produce higher quality interaction with the clients and to create more efficient operations.
• Works with Customer Engagement Data Analysis team to develop better tools for tracking customer interaction, Customer satisfaction and BA quality.
• Resolves escalated issues from BA operations and coordinates with other departments to help address the issue.
• Provides input into developing the budget to ensure any new tools and budgetary impacts of quality, training and employee engagement are met year over year.
• Works with vendors for employee participation in outside training programs such as setting up programs for BA's to gain agents license.
• Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information).
• Other duties as assigned.

QUALIFICATIONS

EDUCATION/EXPERIENCE

• 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

SKILLS

• Knowledge of training techniques and principles to effectively instruct and drive quality employee engagement
• Skill in talent management through motivating, developing, and directing employee work performance
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Excellent verbal and written communication skills
• Excellent attention to detail
• Ability to implement new systems and procedures, and to evaluate their effectiveness
• Ability to work independently as well as collaboratively to achieve specific goals and objectives
• Ability to prioritize work for multiple projects and deadlines
• Proficient in Microsoft Office Suite

We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package.

Alliant Insurance Services, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on their qualifications and ability without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, sexual orientation, and gender identity), national origin, ancestry, physical or mental disability, medical condition, marital status, age, genetic information, or status as a protected veteran, in accordance with applicable federal, state, and local laws, including California law.

Applicants are protected under Federal law from discrimination. If you need an accommodation to complete the application process or would like to review these materials in an alternative format, please reach out to [e-mail]

For more information on Alliant Insurance Service's benefits, please visit www.alliant.com/about/careers/benefits