You deserve more than an insurance company. You deserve a partner, a teammate, a friend in the business.
Quality Control Analyst, Systems Trainer
Location
United States
Posted
20 days ago
Salary
$77K - $128K / year
Seniority
Lead
Job Description
Quality Control Analyst, Systems Trainer
Relation Insurance Services
• 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.
Job 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
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