Quality Training & Employee Engagement Specialist

SUMMARY Responsible for ensuring that the overall process improvement activities produce high quality interactions with the clients and produce efficiencies in operations. Develops 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. ESSENTIAL DUTIES AND RESPONSIBILITIES Performs regular quality reviews of the work and interactions of the BA team with customers to ensure proper standards are consistently met, including review of engagement documentation to ensure proper format is utilized. 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 are effective for the team to use in a fast changing environment. Reviews the corporate compliance web site for updates to rules and regulation changes and then translates and trains the team on anything related to the BA program. Ensures BA’s are actively engaged through implementation of various internal BA’s engagement practices and techniques. Provides input to strategic decisions that affect the functional area of the BA 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 (enters and maintains complete and accurate information). Assists with support on special projects as needed. Other duties as assigned. QUALIFICATIONS EDUCATION / EXPERIENCE 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 SKILLS 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 #LI-CP1 #LI-REMOTE