Quality Training, Employee Engagement Specialist

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🔥 46 minutes ago

🌵 Arizona, California, +4 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🥔 Idaho – Remote 🌲 Oregon – Remote ⛷️ Utah – Remote ☕ Washington – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📚 Learning and Development

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Dayforce

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🏢 Enterprise

💰 $1G Post-IPO Debt - Dayforce on 2024-03

HR Tech • SaaS • Enterprise

Dayforce is a cloud-based human capital management (HCM) platform developed by Ceridian. It delivers payroll, HR, workforce management (time and attendance, scheduling), benefits administration, and talent management as a single SaaS application designed for businesses and enterprise customers.

📋 Description

• Responsible for ensuring that the overall process improvement activities produce high quality interactions with the clients and produce efficiencies in operations. • Develop programs to review and evaluate BA team engagement to ensure service delivery is consistent with the Benefits ABC practice's standards. • Perform quality monitoring of Benefit Advocate (BA) team recordings, live calls, chats, emails and reports to determine customer trends and issues that relate to the customer's overall experience. • Performs regular quality reviews of the work and interactions of the BA team with customers to ensure proper standards are consistently met. • Tracks and presents results of improvement efforts and ongoing measures of quality and customer satisfaction to management. • Develops, designs and coordinates employee training programs for new hires and ongoing training for the BA team. • Creates and administers the record keeping system to track employee training, participation, and progress. • Works with Customer Engagement Analysis Team to develop better tools for tracking customer interaction, customer satisfaction and BA quality. • Ensures that training materials, procedures and job aids are up to date and effective for the team. • Researches new training techniques and suggests enhancements to existing training programs to meet the changing needs of the organization. • Complies with agency management system data standards and data integrity.

🎯 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

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development