Quality Training and Employee Engagement Specialist Lead

🔥 12 hours ago

🏰 Missouri – Remote

🏰 Missouri – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Lead overall process improvement activities and produce high-quality client interactions and operational efficiencies • Develop and implement programs to review and evaluate BA team engagement and ensure consistent service delivery standards • Analyze and review quality control of BA team recordings, live calls, chats, emails, and reports to identify customer trends and issues • Lead quality reviews of BA team work, customer interactions, and engagement documentation • Analyze and report improvement efforts, quality measures, and customer satisfaction results to management • Lead and implement new-hire and ongoing BA team training programs • Review training record-keeping systems for participation, progress, and accuracy • Collaborate with the Customer Engagement Analysis Team to develop tools for tracking customer interaction, satisfaction, and BA quality • Engage with the BA team on employee engagement practices and techniques • Strategize solutions to issues affecting the BA team functional area • Assist vendors with outside training programs, including programs for BAs to gain agents licenses • Resolve escalated BA operations issues and coordinate with other departments • Research training techniques and recommend enhancements to training programs • Comply with agency management system data standards and maintain complete, accurate information • Support special projects and perform other assigned duties

🎯 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