Insurance Training & Quality Manager

Job Description
The Training/QA Manager will lead a team of Insurance Trainers and Quality Assurance Specialists toward achieving and exceeding goals. This individual will work closely with the Sales and Service Teams to formulate and deliver a training strategy. They will also oversee our Quality Assurance team and WFM team within the Agency.
Knowledge, Skills and Experience
 5+ years’ experience as an Insurance Training Manager
 2+ years experience managing people in a Call Center or Virtual working environment
 Excellent written and oral communication skills
 Ability to work independently and as a collaborative member of a Team
 An appreciation for a transparent, open and honest working environment
Key Responsibilities
 Manage training and development to ensure optimal training to realize desired sales and service objectives, including developing/updating curriculum as needed
 Work closely with WFM, Sales and Service Teams to plan the training calendar, while ensuring trainer coverage for new hire and refresher training classes
 Ensure the proper selling/servicing behaviors, ethics, and practices are embedded through Quality and training and are in line with company standards and regulations
 Ensure training materials and programs are current, accurate, and effective
 Analyze data around training effectiveness and quality evaluation results to identify opportunities for improvement
 Communicate with Management, Trainers, and Team members to ensure that all needs are met