Life Contact Center Trainer & QA Analyst

Home Office • Indianapolis, IN

4d • Remote

About The Position

The Life Contact Center Trainer & QA Analyst develops and manages the Life Contact Center (LCC) training program, coordinates and participates in testing LCC systems, and creates and maintains written procedures and workflow requirements. The role works with other departments to research, prepare, coordinate, or share materials, and assists with developing and managing LCC benchmarks, action plans, goals, best practices, and Standard Operating Procedures.

The position is primarily remote, with occasional travel to the Indianapolis Home Office to facilitate and conduct new-hire training sessions. The employee must be able to attend onsite trainings as needed. Employees are expected to produce quality work within deadlines, interact professionally, contribute effectively as team members, and work independently while coordinating with others.

Requirements

• Bachelor’s degree or equivalent work experience.
• Five years of customer service experience; insurance industry experience is preferred.
• Must obtain an Indiana Life & Health Producer’s License.
• Ability to monitor, coach, and measure employee work performance.
• Ability to effectively use computer systems, including company and industry-related software, for essential job functions.
• Has or can quickly develop in-depth knowledge of current LCC workflows and streamline processes to improve efficiency.
• Ability to assist the Manager in developing coworkers’ problem-solving and decision-making skills.
• Ability to stay abreast of new industry trends and advances.
• Must be able to attend onsite trainings as needed.
• Ability to perform the physical requirements of the job, with reasonable accommodations where applicable.

Nice To Haves

• Insurance industry experience.
• Applicable training, designations, or certificate programs.

Responsibilities

• Develop and manage the LCC training program.
• Coordinate, organize, and participate in testing all systems used in the LCC.
• Develop and maintain written procedures and workflow requirements used in the LCC.
• Partner and consult with other departments in researching, preparing, coordinating, or sharing materials as needed.
• Assist with developing and managing LCC benchmarks, action plans, goals, best practices, and Standard Operating Procedures.
• Monitor, coach, and measure employee work performance.
• Assist the Manager in developing coworkers’ problem-solving and decision-making skills by sharing position knowledge and job experiences.
• Maintain knowledge of industry trends and advances and continue to increase knowledge through applicable training, designations, or certificate programs.

What This Job Offers

• Job Type: Full-time