Training Quality Control Specialist

The Board of Pensions of the Presbyterian Church (U.S.A.); Philadelphia (Philadelphia County); On-site; USD 55,000 - 85,000; Full time

Job summary

Join a leading organization as a Training Quality Control Specialist focused on enhancing customer experience through performance improvement for customer service representatives. This mid-senior level role involves analyzing data, delivering feedback, and collaborating with multiple stakeholders to drive successful training interventions and quality control initiatives.

Benefits

Medical, dental, and vision coverage

Defined benefit pension plan

403(b)(9) retirement savings plan

Generous paid time off

Tuition assistance

Employee Assistance Plan

Employer-paid disability coverage

Discount programs

Qualifications

• 5 or more years of experience in education, quality control, or process improvement in a health insurance industry.
• Skilled in providing constructive feedback, setting goals, and motivating agents.

Responsibilities

• Monitor customer interactions to ensure quality standards and identify improvement areas.
• Develop and implement training programs to address skill gaps and enhance performance.

Skills

Communication Skills

Analytical Skills

Coaching and Mentoring

Problem-Solving

Customer Service Expertise

Empathy and Patience

Education

Bachelor’s degree in education or health field

Job description

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The role:

The Training Quality Control Specialist is a crucial role that acts as a vital link between performance improvement in our Quality Control team and our Training and Development team. The primary objective of this role is to enhance customer experience by improving the performance of customer service representatives. In this capacity, the individual will be responsible for analyzing data and feedback from Quality Control assessments to identify specific areas where customer service representatives may require additional support or training and to analyze Quality Control data as a measure of effectiveness of training and coaching interventions. This role will work closely with the Manager of Quality Control and be responsible for supporting Quality Control reviews.

The role:

The Training Quality Control Specialist is a crucial role that acts as a vital link between performance improvement in our Quality Control team and our Training and Development team. The primary objective of this role is to enhance customer experience by improving the performance of customer service representatives. In this capacity, the individual will be responsible for analyzing data and feedback from Quality Control assessments to identify specific areas where customer service representatives may require additional support or training and to analyze Quality Control data as a measure of effectiveness of training and coaching interventions. This role will work closely with the Manager of Quality Control and be responsible for supporting Quality Control reviews.

This role will ensure Quality Control data and reporting are comprehensive, specific, and delivered in a way that identifies and drives Training and Development interventions, both in reaction to Quality Control findings and proactively to align with strategic initiatives and organizational vision. Furthermore, this position will involve regular communication and collaboration with various stakeholders, including customer service agents, managers, and Quality Control Specialists, to foster a culture of continuous improvement.

What you will do:

• Monitoring and Evaluating: Reviewing customer interactions (calls, emails, chats) to ensure they meet pre-defined quality standards and identify areas for improvement.
• Providing Feedback and Coaching: Delivering constructive feedback to agents, both positive reinforcement and areas for development, to enhance their skills and knowledge.
• Developing and Implementing Training: Designing and facilitating training programs to address identified skill gaps and improve overall team performance.
• Identifying Trends and Root Causes: Analyzing customer interactions and agent performance data to identify recurring issues and their underlying causes.
• Improving Processes: Working with management and other stakeholders to streamline processes and enhance customer experience.
• Ensuring Compliance: Ensuring that customer service interactions adhere to company policies, procedures, and legal regulations.
  
  

What you need to succeed in the role:

• Bachelor’s degree, preferably in education or health field.
• 5 or more years of experience in education, quality control, or process improvement in a health insurance industry setting.
• Communication Skills: Excellent written and verbal communication skills to provide clear and effective feedback and coaching.
• Analytical Skills: Ability to analyze data, identify trends, and draw actionable insights to improve performance.
• Coaching and Mentoring: Skilled in providing constructive feedback, setting goals, and motivating agents to improve.
• Problem-Solving: Ability to identify problems, analyze root causes, and develop effective solutions.
• Customer Service Expertise: Deep understanding of customer service principles, best practices, and industry standards.
• Empathy and Patience: Ability to understand and relate to both customers and agents, and to remain patient and supportive during coaching sessions.
  
  

We Offer a Generous Benefits Package For Eligible Employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.
  
  

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org . If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  Religious Institutions

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