Training and Quality Manager

Who We Are

NFP, an Aon Company, is a multi-year Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

Summary: The Training and Quality Manager plays a key role in enhancing team performance and client satisfaction through the development, delivery, and continuous improvement of training programs. This role supports both internal employees and external clients by ensuring high-quality training, maintaining compliance with industry regulations, and implementing quality assurance processes. This position is responsible for maintaining best practices, standardizing training content, and ensuring operational excellence through quality monitoring and documentation.

Essential Duties and Responsibilities:

• Design, implement, and facilitate training programs for employees and clients to ensure alignment with company objectives and industry regulations.
• Develop and maintain training materials, SOPs, and policies to address evolving business needs and regulatory updates.
• Conduct in-person and virtual training sessions, adapting methods to various learning styles and program requirements.
• Assess training effectiveness through audits, performance evaluations, and participant feedback, making refinements as needed.
• Monitor team performance, conduct quality reviews, and provide coaching to enhance service delivery.
• Implement and oversee quality assurance processes, ensuring compliance with industry standards, including HIPAA.
• Collaborate with leadership and stakeholders to align training strategies with business goals and client expectations.
• Identify opportunities for process improvements and standardization across training and quality programs.
• Maintain comprehensive documentation of training activities, quality metrics, and compliance reports for internal and external review.

 Knowledge, Skills, and/or Abilities:

• Strong knowledge of instructional design principles and experience developing training materials.
• Proven ability to analyze performance data and implement improvements.
• Excellent communication, facilitation, and organizational skills.
• Experience with Learning Management Systems (LMS) and training delivery tools.
• Proficiency in Microsoft Office Suite and project management software.
• Willingness to travel as necessary to support training and quality initiatives.

 Education and/or Experience: 

• Bachelor’s degree in Business, Education, Healthcare Administration, or a related field, or equivalent experience.
• 2 years of experience in training and quality assurance, preferably in health insurance or employee benefits.
• Call center experience is a plus.

What We Offer

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

The base salary range for this position is $56,000– $104,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better together!

NFP is an inclusive Equal Employment Opportunity employer.

Salary : $56,000 - $104,000