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