Quality Training, Employee Engagement Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Ensure that process improvement initiatives yield high-quality client interactions and operational efficiencies.

• Create programs to assess and enhance the engagement of the BA team and ensure consistent service delivery.

• Monitor recordings, live calls, chats, emails, and reports from the BA team to identify customer trends and issues.

• Perform regular quality assessments of the customer interactions and engagement documentation conducted by the BA team.

• Track and present results of improvements along with quality and customer satisfaction metrics to management.

• Design and implement training programs for both new hires and ongoing development for the BA team.

• Establish and manage training record-keeping systems.

• Collaborate with the Customer Engagement Analysis Team to enhance customer interaction, satisfaction, and BA quality tracking tools.

• Keep training materials, procedures, and job aids current and effective.

• Review compliance updates and adapt relevant rule and regulation changes into training for the BA team.

• Implement practices and techniques to enhance employee engagement among BAs.

• Contribute insights to strategic decisions impacting the BA team.

• Research training methodologies and propose enhancements to programs.

• Maintain accurate and complete data within the agency management system.

• Assist with special projects and carry out other assigned responsibilities.

⛳️ Requirements

• Bachelor's Degree or a comparable mix of education and experience.

• At least two (2) years of relevant work experience.

• Experience in a customer service call center environment.

• Background in the insurance industry or group health plan operations, specifically in eligibility, claims resolution, or benefits education.

• Fundamental understanding of training techniques and principles for effectively instructing the engagement team.

• Exceptional verbal and written communication abilities.

• Strong attention to detail.

• Capability to train others effectively.

• Ability to work independently and collaboratively to meet specific goals and objectives.

• Competence in prioritizing tasks across multiple projects and deadlines.

• Proficient in Microsoft Office Suite.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible working hours and potential for remote work.

• Collaborative and inclusive work environment.