Quality Training, Employee Engagement Specialist

Alliant Insurance Services

. Ensure process improvement activities produce high quality client interactions and operational efficiencies .

Posted 10/14/2026full-timeRemote • California • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in developing and implementing training programs for customer service teams, with a focus on quality assurance and operational efficiency. Proficient in analyzing customer interactions and trends to enhance service delivery and team performance.

Highest-signal resume keywords

Training Program DevelopmentCustomer Service Call Center ExperienceInsurance Industry KnowledgeQuality Assurance and ImprovementMicrosoft Office Suite Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training TechniquesQuality ReviewData AnalysisCustomer Satisfaction MeasurementOperational Efficiency

Soft Skills

Excellent Communication SkillsAttention to DetailAbility to Train OthersCollaborationTime Management

Tools & Technologies

Agency Management SystemCustomer Engagement Tracking Tools

Industry Keywords

EligibilityClaims ResolutionBenefits EducationGroup Health PlansCompliance Updates

About the role

Key responsibilities & impact

Ensure process improvement activities produce high quality client interactions and operational efficiencies
Develop programs to review and evaluate BA team engagement and consistent service delivery
Monitor BA team recordings, live calls, chats, emails, and reports to identify customer trends and issues
Conduct regular quality reviews of BA team customer interactions and engagement documentation
Track and present improvement results and quality and customer satisfaction measures to management
Develop, design, and coordinate new-hire and ongoing BA team training programs
Create and administer training record-keeping systems
Collaborate with the Customer Engagement Analysis Team to improve customer interaction, satisfaction, and BA quality tracking tools
Maintain current and effective training materials, procedures, and job aids
Review compliance updates and translate relevant rule and regulation changes into BA team training
Implement employee engagement practices and techniques for BAs
Provide input to strategic decisions affecting the BA team
Research training techniques and recommend program enhancements
Maintain complete and accurate agency management system data
Support special projects and perform other assigned duties

Requirements

What you’ll need

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
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