Training and Quality Assurance Specialist

Responsibilities:

• Design, develop, and deliver training for new hires, retraining, and product or process updates using virtual and in-person instructor-led sessions, eLearning, and performance support tools.
• Create and maintain learning materials including facilitator guides, scripts, videos, job aids, and other digital learning assets.
• Facilitate and co-facilitate training sessions across multiple regions and languages.

Quality Assurance:

• Review and evaluate claims and member interactions (calls, chats, emails) for accuracy, compliance, and customer experience.
• Analyze quality findings and provide clear, actionable feedback and recommendations to leaders and stakeholders.
• Support continuous improvement by identifying skill gaps and contributing to targeted training solutions.

Collaboration and Growth:

• Collaborate with subject matter experts and cross-functional partners to align training and quality initiatives with operational needs.
• Maintain current knowledge of processes, KPIs, and product or service changes impacting member interactions.
• Use translation tools as needed to review work and communicate across languages.