Quality Training & Employee Engagement Specialist
At Alliant Insurance Services, we thrive on creating employee benefits solutions built on the idea that health makes growth possible. As top tier professionals dedicated to solving our clients' health and welfare insurance challenges, Alliant team members deliver an unrivaled depth of service, and our unique approach enables us to help clients stay resilient and turn change into opportunity. This position is a chance to join a dynamic, expanding company with prospects for individual and career growth.
As one of the 5 largest insurance brokerage firms in the U.S., Alliant provides property and casualty, workers' compensation, employee benefits, surety, and financial products and services to clients nationwide.
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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
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