Quality Training & Employee Engagement Specialist
Free to start · No card · 5 credits the moment you sign up
Job description
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.
More information is available at www.alliant.com.
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
We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.
For immediate consideration for this position, please click on the "Apply" button.
Alliant Insurance Services, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on their qualifications and ability without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, sexual orientation, and gender identity), national origin, ancestry, physical or mental disability, medical condition, marital status, age, genetic information, or status as a protected veteran, in accordance with applicable federal, state, and local laws, including California law.
Applicants are protected under Federal law from discrimination. If you need an accommodation to complete the application process or would like to review these materials in an alternative format, please reach out to
For more information on Alliant Insurance Service's benefits, please visit www.alliant.com/about/careers/benefits
Originally posted on Himalayas
Prepare your application
Use the description above to assess your fit for Alliant Insurance Services, Inc.. This checklist is guidance from Resumize, rather than additional requirements from the employer. Imported listings can be shortened or change after collection, so confirm the complete description and current availability before sending an application.
Match requirements to evidence
Identify the responsibilities and skills the employer explicitly names. For each important requirement, choose one example from your work, education, training, or projects. Explain what you did, how you did it, and what changed as a result. Include a measurable outcome when you can support it. If you lack a requirement, describe related experience accurately instead of adding an unfamiliar skill to your resume.
Put the most relevant examples near the top of your resume. Keep job titles, dates, qualifications, and contact details consistent across your application materials. Use the employer’s terminology when it describes your experience accurately; a copied list of keywords does not explain your contribution. A short, specific bullet is easier to review than a paragraph that mixes several unrelated duties.
Check the working arrangement
Confirm the location, schedule, employment type, and any eligibility requirements on the employer’s site. A remote label does not establish worldwide eligibility or flexible hours. If compensation, benefits, equipment, travel, or contract duration are missing from this listing, write down your questions for the recruiter. Do not assume details from another opening at the same company apply to this role.
Review before submitting
Follow the employer’s requested file format and application instructions. Open your exported resume and check that its text is selectable, its sections read in order, and its links work. Proofread names, dates, and contact information. Share confidential work samples only when you have permission, and use an anonymized example when necessary.
Submit through a trusted employer or recruiting destination. If the original listing has disappeared, search the employer’s careers page for the title rather than assuming the vacancy remains open. Save the application date, job reference, and the version of your resume you sent. Those details help you prepare for a later conversation and avoid submitting conflicting information through several job boards.
Review your resume for writing and readability feedback, or browse other openings if this opportunity is unavailable.