Quality Training, Employee Engagement Specialist

🕒 October 14

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📚 Learning and Development

👻 Ghost score 10%

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Alliant Insurance Services

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1925

🛡️ Insurance

🤝 B2B

💼 Consulting

💰 $690M Debt Financing - Alliant Insurance Services on 2019-10

Insurance • B2B • Consulting

Alliant Insurance Services is a national insurance brokerage and risk-management firm that provides property & casualty insurance, employee benefits consulting, reinsurance, claims assistance, disaster preparedness and recovery, captive insurance, and a range of industry-specific risk solutions (e. g. , agribusiness, aviation, construction, cyber, energy, healthcare, real estate & hospitality, transportation). The firm emphasizes benefits consulting and human capital services in addition to traditional brokerage, and positions itself as a full-service advisor for commercial clients. Alliant is one of the largest brokers in the U. S. , noting roughly $5. 7B in revenue and $55B+ in premiums, and is ranked among the top brokers nationally and globally.

📋 Description

• Ensure process improvement activities produce high quality client interactions and operational efficiencies • Develop programs to review and evaluate BA team engagement and consistent service delivery • Monitor BA team recordings, live calls, chats, emails, and reports to identify customer trends and issues • Conduct regular quality reviews of BA team customer interactions and engagement documentation • Track and present improvement results and quality and customer satisfaction measures to management • Develop, design, and coordinate new-hire and ongoing BA team training programs • Create and administer training record-keeping systems • Collaborate with the Customer Engagement Analysis Team to improve customer interaction, satisfaction, and BA quality tracking tools • Maintain current and effective training materials, procedures, and job aids • Review compliance updates and translate relevant rule and regulation changes into BA team training • Implement employee engagement practices and techniques for BAs • Provide input to strategic decisions affecting the BA team • Research training techniques and recommend program enhancements • Maintain complete and accurate agency management system data • Support special projects and perform other assigned duties

🎯 Requirements

• Bachelor's Degree or equivalent combination of education and experience • Two (2) or more years related work experience • Experience working in a customer service call center • Insurance industry or group health plans operations experience handling eligibility, claims resolution, benefits education, or equivalent • Basic knowledge of training techniques and principles to effectively instruct the engagement team • Excellent verbal and written communication skills • Excellent attention to detail • Ability to train others • Ability to work independently as well as collaboratively to achieve specific goals and objectives • Ability to prioritize work for multiple projects and deadlines • Proficient in Microsoft Office Suite

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