Quality Training and Employee Engagement Specialist Lead

Alliant Insurance Services

. Lead overall process improvement activities and produce high-quality client interactions and operational efficiencies .

Posted 10/10/2026full-timeRemote • Missouri • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in process improvement, quality control, and training program development within the insurance industry. Proficient in analyzing customer interactions and implementing effective employee engagement strategies.

Highest-signal resume keywords

Process ImprovementQuality Control AnalysisTraining Program DevelopmentCustomer Engagement StrategiesInsurance Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisTraining TechniquesMicrosoft Office SuiteCall Center OperationsEmployee EngagementClaims ResolutionBenefits EducationEligibility HandlingLogic and ReasoningSystem Implementation

Soft Skills

Verbal CommunicationWritten CommunicationAttention to DetailMotivating EmployeesProblem Solving

Certifications & Qualifications

Agent License

Industry Keywords

Insurance IndustryGroup Health PlansCustomer SatisfactionOperational EfficiencyBA Team Engagement

About the role

Key responsibilities & impact

Lead overall process improvement activities and produce high-quality client interactions and operational efficiencies
Develop and implement programs to review and evaluate BA team engagement and ensure consistent service delivery standards
Analyze and review quality control of BA team recordings, live calls, chats, emails, and reports to identify customer trends and issues
Lead quality reviews of BA team work, customer interactions, and engagement documentation
Analyze and report improvement efforts, quality measures, and customer satisfaction results to management
Lead and implement new-hire and ongoing BA team training programs
Review training record-keeping systems for participation, progress, and accuracy
Collaborate with the Customer Engagement Analysis Team to develop tools for tracking customer interaction, satisfaction, and BA quality
Engage with the BA team on employee engagement practices and techniques
Strategize solutions to issues affecting the BA team functional area
Assist vendors with outside training programs, including programs for BAs to gain agents licenses
Resolve escalated BA operations issues and coordinate with other departments
Research training techniques and recommend enhancements to training programs
Comply with agency management system data standards and maintain complete, accurate information
Support special projects and perform other assigned duties

Requirements

What you’ll need

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
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