Quality Control Analyst, Systems Trainer

Role Overview

• Conducts developmental needs assessments to identify learning objectives by collecting information pertaining to content management, workflow, efficiency, and productivity
• Develops training content to meet the need of existing employees and/or to improve upon the quality of the existing content
• Partners with leadership to plan, design, and implement solutions that enable all team members to provide a superior customer experience
• Analyzes customer-initiated interactions with agency management system and develops means to improve efficiencies as appropriate
• Achieves agency operational goals through increasing agency capacity and profitability resulting from effective and efficient operations through training and development, resulting in reduced Error & Emissions Exposure driven by use of proper procedures
• Links workflows, processes, procedures, and technologies to relevant business solutions
• Plans, organizes, and deploys training and development programs, objectives, or events for new and existing employees
• Develops and maintains organizational communication to ensure employees have knowledge of training and development events and resources
• Runs reports and performs regular reviews (quality control audits) of the agency management system and client accounts
• Designs quality score programs and maintains a feedback mechanism for all service team employees
• Improves overall customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
• Develops internal customer service standards for addressing employee training related questions and requests from employees; manages effective internal client relationships
• Works with the Manager and Data Management to implement improvements and efficiencies and to establish training and development priorities
• Works with VP, National Service Operations to formulate and update procedure manual
• Performs other projects, duties, and tasks, as assigned.

Requirements

• Four-year degree or equivalent work experience
• Minimum 10 years of experience in technical training and development or similar role
• 5+ years of agency management systems experience, preferably in training and development with an emphasis on AMS 360, ImageRight
• Insurance industry account management experience highly desirable
• Property & Casualty License issued from state of domicile is required and must be maintained
• Understands and utilizes best practices in developing online trainings
• Proficient with Microsoft Office Suite
• Technologically savvy; ability to independently learn new systems quickly
• Ability to travel to remote offices as needed
• Ability to function effectively under tight time constraints
• Ability to adapt to changes in technology and incorporate those changes into learning and development curriculum
• Ability to work independently with limited daily supervision
• Ability to work as part of a team in a cross-cultural environment, fostering open communication and continuous quality improvement with a positive and innovative approach to problem solving
• Ability to represent the company in a professional manner to both internal and external customers and clients.

Benefits

• Competitive pay
• A safe and healthy work environment provided by our robust benefit program including family health and wellness programs
• 401K
• employee assistance programs
• paid time off
• paid holidays