ARB Quality Assurance Trainer

Alerus

1d • $23 - $28

About The Position

The Quality Assurance/ Trainer is responsible for the training of both new hires
and ongoing training of current Client Service Center Associates. The position
requires strong communication skills and a positive attitude to ensure a
successful onboarding experience for new employees. The Trainer supports new
hires during their initial "nesting" period to ensure proper call control and
de-escalation. The Trainer assists in creating training materials, including
presentations, manuals, job aids, and role-play scenarios. To support continued
compliance and excellent service, the Quality Assurance / Trainer will evaluate
client experience by conducting audits of inbound and outbound calls and emails
for both new and existing associates. The position will identify compliance
risks, document quality findings, and provide clear feedback to associates via a
quality assurance scorecard. Further, the position is responsible for
maintaining knowledge of all Alerus products, services, and processes pertaining
to the Client Service Center in both the retirement and benefits area.

Requirements

• At least 5 years of experience in customer service or contact centers.
• Ability to manage multiple quality assurance scorecards, trainees, and priorities in a fast-paced environment.
• Exemplary team-oriented attitude.
• Ability to prioritize and self-motivated.

Nice To Haves

• Minimum of two years of retirement, benefits, or financial experience preferred.

Responsibilities

• Conducts all training for new associates, as well as ongoing training of existing associates.
• Maintain training records on training activities and outcomes.
• Performs monthly quality audits by monitoring inbound and/or outbound telephone calls and email correspondence.
• Collaborate with supervisors to map current state processes, identifying gaps, and opportunities for improvement.
• Position self as expert and “go-to” person for new hire and associate questions.

Benefits

• Competitive compensation including base salary, bonus and/or incentive opportunities.
• Comprehensive benefits package providing a wide range of health and well-being benefits, including medical, dental, vision, life and long-term disability insurance; and 401(k) and ESOP for retirement savings.
• Generous paid time off programs such as flexible time off, company-paid holidays, parental and bereavement leave.
• Learning and development resources for personal and professional career development, and advancement opportunities.
• Access to financial experts for guidance, financial wellness tools, and discounts on Alerus products and services.
• Support for the communities we live in through paid volunteer time and a company donation match opportunity.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed
• Number of Employees: 251-500 employees