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Alliant Insurance Services is a national insurance brokerage and risk-management firm serving commercial organizations with property and casualty coverage, employee benefits consulting, reinsurance, claims assistance, disaster preparedness and recovery, captive insurance, and specialized risk solutions. Its expertise spans sectors including agribusiness, aviation, construction, cyber, energy, healthcare, real estate and hospitality, and transportation. In addition to traditional brokerage, Alliant provides benefits consulting and human capital services, acting as a broad-based advisor for organizations managing complex insurance and workforce needs.
Senior Quality, Training and Employee Engagement Lead
Lead quality and training initiatives that strengthen Benefit Advocate interactions, employee engagement, and operational efficiency. Support training programs and service standards across a group health benefits practice.
Description
- Drive process improvements that enhance client interactions and operational efficiency.
- Create and implement programs to assess Benefit Advocate team engagement and maintain consistent service standards.
- Review calls, chats, emails, recordings, and reports to identify customer trends and quality issues.
- Lead quality reviews of team work, customer interactions, and engagement records.
- Report improvement initiatives, quality metrics, and customer satisfaction findings to management.
- Develop and deliver onboarding and ongoing training for the Benefit Advocate team.
- Check training records for participation, progress, and accuracy.
- Work with the Customer Engagement Analysis Team to build tools for tracking customer interactions, satisfaction, and team quality.
- Promote employee engagement practices with the Benefit Advocate team.
- Develop solutions to operational issues affecting the team.
- Coordinate with vendors on external training, including agent licensing programs for Benefit Advocates.
- Resolve escalated operational issues and coordinate responses across departments.
- Research training methods and recommend program improvements.
- Follow agency management system data standards and keep records complete and accurate.
- Contribute to special projects and other assigned work.
Requirements
- Bachelor’s degree or an equivalent combination of education and experience.
- At least four years of related work experience.
- Previous call center or training experience.
- Experience in insurance or group health plan operations, including eligibility, claims resolution, benefits education, or comparable work.
- Knowledge of training methods and principles for effective instruction and employee engagement.
- Proficiency with Microsoft Office.
- Ability to motivate, develop, and guide employee performance.
- Ability to use logic and reasoning to assess the strengths and weaknesses of possible solutions, conclusions, and approaches.
- Strong verbal and written communication skills.
- Strong attention to detail.
- Ability to implement new systems and procedures and assess their effectiveness.
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