Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors covering new clients, products, work processes, system enhancements (including Five9), and behavioral skills through in-person, virtual, and web-based sessions.
Manages and maintains the Five9 contact center system, ensuring alignment with business needs through proper configuration, user account management, and permissions.
Creates, updates, and maintains training documentation and resources that clearly outline service standards, systems tools, policies, and procedures to support consistent staff performance.
Partners with department leadership to assess staff competencies, identify skill or knowledge gaps, and implement targeted training or coaching solutions.
Conducts quality audit activities (e.g., reviewing calls, policies, and notes) to ensure accuracy, compliance, and a positive customer experience; recommends and implements corrective actions as needed.
Collects and reports on training and quality metrics using call monitoring and shadowing data to measure program effectiveness, identify trends, and recommend ongoing improvements.
Maintains up-to-date business knowledge across Life & Health and BIL units, insurance products, policy systems, and industry trends; collaborates with Corporate Learning & Development to continuously enhance training content and delivery.

Bachelor’s degree in business management, business administration, education, or related field of study.
5+ years working in a professional training environment with at least 2+ years of experience in instructional design.
Experience in a contact center environment with a focus on Five9 administration preferred.
Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization.
Prior experience in the insurance industry is preferred including a Life & Health or Property & Casualty (P&C) insurance license also being highly desirable.

Customer Experience Training Specialist – Veterinary-Focused

Key skills