Customer Service Trainer - Quality Assurance

Job Summary

The Quality Assurance Department Trainer facilitates, monitors, and records progress for Quality Assurance new hire training as well as continuing education for current team members by analyzing needs and developing curriculum. The Quality Assurance Department Trainer produces Standard Operating Procedures (SOPs) based on all processes such as job file audits, billing disputes and support specialists. This role reports to the Workforce Planning and Training Manager.

Major Duties and Responsibilities

• Consult with Supervisors and Managers to assess training needs for current and new team members.
• Schedule and conduct training sessions on various topics to prepare and support new team members.
• Train experienced team members on new or updated procedures to improve their performance.
• Assist with developing education materials, such as digital presentations, how-to manuals, and instructional videos.
• Update and/or create standard operating procedures based on business needs and implementation of new business processes.
• Provide and/or facilitate training, coaching, and mentoring of team members.
• Provide documentation of quality scoring and training progress based on performance monitoring and Key Performance Indicator (KPI) achievement.
• Actively and consistently support all efforts to simplify and enhance the franchise/customer experience.
• Administer recognition program based on Key Performance Metrics (KPM’s).
• Train on job file audit, billing dispute processes, and franchise support.
• Assist with new projects as they relate to Quality Assurance functions.
• Provide assistance where needed due to heavy volume or employee absence.
• Assist with additional needs in the Quality Assurance Department as needed.

Required Qualification (Knowledge, Skills, and Abilities)

• At least two (2) years of experience with job file audits related to insurance clients.
• One (1) year of training experience preferred.
• Excellent communication, interpersonal, and conflict resolution skills.
• A basic understanding of loss estimating such as residential and commercial mitigation and/or construction preferred.
• Strong customer service proficiency, teaching abilities and mentoring skills.
• Strong proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Familiarity with learning management systems.
• Adaptable to different comprehension levels and employee behaviors.
• Ability to provide leadership to personnel in a fast-paced work environment.

Education

• High School Diploma or GED.
• Institute of Inspection Cleaning and Restoration (IICRC), Water Restoration Technician. (WRT) and Applied Structural Drying (ASD) certification (or ability to obtain within first year of employment).

Working Conditions

• Standard working hours: based on a 40-hour work week, operates in a professional environment, routinely utilizing standard office technology.
• Additional working hours as required for business related needs.