Responsibilities

• Develop and implement effective training programs for new hires and existing staff.
• Review and assess customer interactions via phone, email, and claims to ensure adherence to quality standards.
• Collaborate closely with subject matter experts and stakeholders to enhance training content and delivery.
• Monitor and report on training effectiveness and make recommendations for improvements.
• Ensure all training materials are up-to-date and reflect current practices and policies.
• Facilitate feedback sessions and provide coaching to team members to improve performance.
• Assist in the development of quality assurance metrics and performance indicators.

Requirements

• Bachelor's degree in Education, Business, or a related field.
• Proven experience in training and quality assurance, preferably in a customer service environment.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively in a team-oriented environment.
• Fluency in multiple languages is a plus, given the role covers various territories.
• Proficient in using training software and tools; experience with e-learning platforms is advantageous.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits.
• Flexible working hours with opportunities for remote work.
• A pet-friendly workplace where you can bring your furry friends.
• Ongoing professional development and training opportunities.
• Collaborative and inclusive company culture.