Quality Training & Employee Engagement Specialist Lead

Alliant Insurance Services•West Palm Beach, FL

About The Position

SUMMARY Responsible for leading overall process improvement activities, producing high quality interactions with the clients, and producing efficiencies in operations. Develops and implements programs to review and evaluate team engagement to ensure service delivery is consistent with business practice standards. Analyzes and reviews quality control of team recordings, live calls, chats, emails and reports to determine customer trends and issues that relate to the customer's overall experience.ESSENTIAL DUTIES AND RESPONSIBILITIES Leads quality reviews of the work and interactions of the team with customers to ensure proper standards are consistently met, including review of engagement documentation to ensure proper format is utilized.Analyzes and reviews results of improvement efforts and ongoing measures of quality and customer satisfaction to management.Leads and implements training programs for new hires and existing employees.Reviews the record keeping system to track employee training, participation, and progress for accuracy and works with the team on any discrepancies.Works to develop better tools for tracking customer interaction and satisfaction.Develops and implements various employee engagement practices and techniques.Strategizes solutions to issues that affect the functional areas of the team.Assists with vendors for employee participation in outside training programs.Resolves escalated issues from operations and coordinates with other departments to help address the issue.Researches new training techniques and suggests enhancements to existing training programs to meet the changing needs of the organization.Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information).Assists with support on special projects as needed.Performs all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.Performs other duties as assigned.QUALIFICATIONS EDUCATION / EXPERIENCE Bachelor's Degree or equivalent combination of education and experienceFour (4) or more years related work experiencePrior call center or training experienceInsurance industry or group health plans operations experience handling eligibility, claims resolution, benefits education, or equivalentSKILLSKnowledge of training techniques and principles to effectively instruct and drive quality employee engagementProficient in Microsoft Office SuiteSkill in talent management through motivating, developing, and directing employee work performanceSkill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problemsExcellent verbal and written communication skillsExcellent attention to detailAbility to implement new systems and procedures, and to evaluate their effectiveness#LI-GS1

Requirements

Bachelor's Degree or equivalent combination of education and experience
Four (4) or more years related work experience
Prior call center or training experience
Insurance industry or group health plans operations experience handling eligibility, claims resolution, benefits education, or equivalent
Knowledge of training techniques and principles to effectively instruct and drive quality employee engagement
Proficient in Microsoft Office Suite
Skill in talent management through motivating, developing, and directing employee work performance
Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Excellent verbal and written communication skills
Excellent attention to detail
Ability to implement new systems and procedures, and to evaluate their effectiveness

Responsibilities

Leads quality reviews of the work and interactions of the team with customers to ensure proper standards are consistently met, including review of engagement documentation to ensure proper format is utilized.
Analyzes and reviews results of improvement efforts and ongoing measures of quality and customer satisfaction to management.
Leads and implements training programs for new hires and existing employees.
Reviews the record keeping system to track employee training, participation, and progress for accuracy and works with the team on any discrepancies.
Works to develop better tools for tracking customer interaction and satisfaction.
Develops and implements various employee engagement practices and techniques.
Strategizes solutions to issues that affect the functional areas of the team.
Assists with vendors for employee participation in outside training programs.
Resolves escalated issues from operations and coordinates with other departments to help address the issue.
Researches new training techniques and suggests enhancements to existing training programs to meet the changing needs of the organization.
Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information).
Assists with support on special projects as needed.
Performs all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.
Performs other duties as assigned.