Claims Training and Development Supervisor

RoadVantage•Austin, TX

About The Position

Claims Training and Development Supervisor Job Description Job Purpose The Claims Training and Development Supervisor specializes in driving the customer service experience while ensuring adherence to the claims adjudication process. This position leads, develops, and manages a team of Claims Trainers and Quality Assurance Auditors responsible for onboarding, training, and performance improvement across multiple operational sites. The Supervisor ensures consistent application of claims processes, quality standards, and training practices across all teams. Essential Job Functions Manage the Claims Training and Quality Assurance (QA) teams to ensure effective training and call auditing/monitoring are being delivered. Oversee onboarding and training for new hires across all locations, ensuring consistency in claims procedures and service standards. Monitor the effectiveness of training and quality programs to ensure alignment with organizational goals and operational needs across locations. Conduct both call monitoring and claim audit calibration sessions with members of department Leadership to ensure consistency and alignment in processes and scoring. Conduct post-training assessments to measure, record, and report feedback on training material, sessions, and employee progress. Partner with leadership across sites to align training programs, process improvements, and QA initiatives. Write and deliver bi-annual performance reviews and verbal/written coaching, as needed, to direct reports (Training and QA staff). Assist with call center staffing, which can include contacting potential candidates, scheduling interviews, conducting interviews, and providing input on the release of employee(s). Assist with processing payroll of employees by validating hours, requested PTO, and attendance. Track new hire performance and attendance to provide recommendations to management. Provide support to the Training team for ongoing refreshers, coaching, audits, and any other business needs. Act as a mentor to the entire claims department and is available for consultation/discussion with examiners. Assess more complex cases and settle or initiate further actions within approved authority limits. Serves as a consultant to the Claims Director or Manager regarding procedural and system-related processes. Support ad hoc requests by the Claims Director or Manager regarding employee training. Perform other duties as assigned. Minimum Qualifications Minimum 3 years of experience working as a Trainer or Supervisor within a Call Center environment, preferably in the automotive warranty space. Extensive knowledge of automotive claims handling procedures, warranty contracts, and relevant regulatory frameworks. Familiarity with QA tools, CRM systems, and reporting platforms. NICE/inContact experience is a plus. Detailed knowledge of adult learning theories and methods of instruction. Strong analytical, coaching, and communication skills. Detail-oriented with a focus on accuracy and compliance. Proficient in MS Office with strong computer skills (e.g. multiple system experience, keyboarding skills, trouble-shooting IT concerns, Microsoft Excel). Experience with in-person and virtual presentations, including the use of Zoom and/or MS Teams. Effective presentation, planning, and oral and written communication skills with the ability to communicate at all levels of the organization and with external customers. Must be highly flexible and able to manage a high degree of change. Able to evaluate employee progress to ensure that the business needs of the department are being met. Creative and innovative regarding the training needs of individuals. Ability to multitask. The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Requirements

Minimum 3 years of experience working as a Trainer or Supervisor within a Call Center environment, preferably in the automotive warranty space.
Extensive knowledge of automotive claims handling procedures, warranty contracts, and relevant regulatory frameworks.
Familiarity with QA tools, CRM systems, and reporting platforms.
Detailed knowledge of adult learning theories and methods of instruction.
Strong analytical, coaching, and communication skills.
Detail-oriented with a focus on accuracy and compliance.
Proficient in MS Office with strong computer skills (e.g. multiple system experience, keyboarding skills, trouble-shooting IT concerns, Microsoft Excel).
Experience with in-person and virtual presentations, including the use of Zoom and/or MS Teams.
Effective presentation, planning, and oral and written communication skills with the ability to communicate at all levels of the organization and with external customers.
Must be highly flexible and able to manage a high degree of change.
Able to evaluate employee progress to ensure that the business needs of the department are being met.
Creative and innovative regarding the training needs of individuals.
Ability to multitask.

Nice To Haves

NICE/inContact experience is a plus.

Responsibilities

Manage the Claims Training and Quality Assurance (QA) teams to ensure effective training and call auditing/monitoring are being delivered.
Oversee onboarding and training for new hires across all locations, ensuring consistency in claims procedures and service standards.
Monitor the effectiveness of training and quality programs to ensure alignment with organizational goals and operational needs across locations.
Conduct both call monitoring and claim audit calibration sessions with members of department Leadership to ensure consistency and alignment in processes and scoring.
Conduct post-training assessments to measure, record, and report feedback on training material, sessions, and employee progress.
Partner with leadership across sites to align training programs, process improvements, and QA initiatives.
Write and deliver bi-annual performance reviews and verbal/written coaching, as needed, to direct reports (Training and QA staff).
Assist with call center staffing, which can include contacting potential candidates, scheduling interviews, conducting interviews, and providing input on the release of employee(s).
Assist with processing payroll of employees by validating hours, requested PTO, and attendance.
Track new hire performance and attendance to provide recommendations to management.
Provide support to the Training team for ongoing refreshers, coaching, audits, and any other business needs.
Act as a mentor to the entire claims department and is available for consultation/discussion with examiners.
Assess more complex cases and settle or initiate further actions within approved authority limits.
Serves as a consultant to the Claims Director or Manager regarding procedural and system-related processes.
Support ad hoc requests by the Claims Director or Manager regarding employee training.
Perform other duties as assigned.