Life Contact Center Trainer & QA Analyst

Indiana Farm Bureau Insurance • Indianapolis, IN

5d • 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 systems used in the LCC, and develops and maintains the written procedures and workflow requirements used by the center. The role works with other departments to research, prepare, coordinate, and share materials as needed, and helps develop and manage LCC benchmarks, action plans, goals, best practices, and Standard Operating Procedures.

The position also supports employee performance through monitoring, coaching, and measurement, and assists the Manager in developing coworkers’ problem-solving and decision-making skills by sharing role knowledge and experience. The employee is expected to stay current on industry trends and advances and continue building knowledge through applicable training, designations, or certificate programs.

This position is primarily remote, with occasional travel to the Indianapolis Home Office to facilitate and conduct new-hire training. Candidates must be able to attend onsite trainings as needed.

Requirements

• Bachelor’s degree or equivalent work experience.
• Five years of customer service experience; insurance industry experience preferred.
• Must obtain an Indiana Life & Health Producer’s License.
• Ability to monitor, coach, and measure employee work performance.
• Effective use of computer systems, including company and industry-related software, for essential job functions.
• Ability to develop an in-depth knowledge of current Life Contact Center workflows and streamline processes to improve efficiency.
• Ability to assist the Manager in developing coworkers’ problem-solving and decision-making skills by sharing position knowledge and job experience.
• Must be able to attend onsite trainings as needed.

Nice To Haves

• Insurance industry experience.

Responsibilities

• Develop and manage the Life Contact Center training program.
• Coordinate, organize, and participate in testing all systems used in the Life Contact Center.
• Develop and maintain written procedures and workflow requirements used in the Life Contact Center.
• Partner and consult with other departments as needed to research, prepare, coordinate, or share materials.
• Assist with developing and managing benchmarks, action plans, goals, best practices, and Standard Operating Procedures for the Life Contact Center.
• 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 experience.
• Maintain and increase job knowledge through applicable training, designations, or certificate programs, and stay abreast of industry trends and advances.
• Attend onsite training sessions as needed, including occasional travel to the Indianapolis Home Office.

What This Job Offers

• Job Type: Full-time