Quality Training & Employee Engagement Specialist Lead
Missouri, United States1w ago
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Skills
microsoft officequality controlrecord keeping
About the role
SUMMARY
Responsible for leading that the overall process improvement activities, produce high quality interactions with the clients, and produce efficiencies in operations. Develops and implements programs to review and evaluate BA team engagement to ensure service delivery is consistent with the Benefits ABC practice's standards. Analyzes and reviews quality control 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
• Leads 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.
• Analyzes and reviews results of improvement efforts and ongoing measures of quality and customer satisfaction to management.
• Leads and implements employee-training programs for new hires and ongoing training for the BA team.
• Reviews the record keeping system to track employee training, participation, and progress for accuracy and works with the team on any discrepancies.
• Works with Customer Engagement Analysis Team to develop better tools for tracking customer interaction, customer satisfaction and BA quality.
• Engages with the BA team with implementation of various Employee engagement practices and techniques.
• Strategizes solutions to issues that affect the functional area of the BA team.
• Assists with vendors for employee participation in outside training programs such as setting up programs for BA’s to gain agents license.
• Resolves escalated issues from BA operations and coordinates with other departments to help address the issue.
• 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
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
SKILLS
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
Responsible for leading that the overall process improvement activities, produce high quality interactions with the clients, and produce efficiencies in operations. Develops and implements programs to review and evaluate BA team engagement to ensure service delivery is consistent with the Benefits ABC practice's standards. Analyzes and reviews quality control 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
• Leads 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.
• Analyzes and reviews results of improvement efforts and ongoing measures of quality and customer satisfaction to management.
• Leads and implements employee-training programs for new hires and ongoing training for the BA team.
• Reviews the record keeping system to track employee training, participation, and progress for accuracy and works with the team on any discrepancies.
• Works with Customer Engagement Analysis Team to develop better tools for tracking customer interaction, customer satisfaction and BA quality.
• Engages with the BA team with implementation of various Employee engagement practices and techniques.
• Strategizes solutions to issues that affect the functional area of the BA team.
• Assists with vendors for employee participation in outside training programs such as setting up programs for BA’s to gain agents license.
• Resolves escalated issues from BA operations and coordinates with other departments to help address the issue.
• 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
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
SKILLS
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