Life Contact Center Trainer & QA Analyst

Primary Responsibilities

• Develops and manages LCC training program.
• Coordinates, organizes, and participates in the testing of all systems used in the LCC.
• Develops and maintains all corresponding written procedures and workflow requirements used in
• the LCC.
• Partners and consults with other departments, as needed, in the research, preparation,
• coordination, or sharing of materials.
• Assists with developing and managing benchmarks, action plans, goals, best practices and
• Standard Operating Procedures for the LCC.

Minimum Knowledge and Requirements

• Bachelors’ degree or equivalent work experience.
• 5 years of customer service experience, Insurance industry preferred.
• Must obtain Indiana Life & Health Producer’s License.
• Ability to monitor, coach, and measure employee work performance.
• Must have effective utilization of computer systems including company and industry related
• software for essential job functions.
• Has or can quickly develop an in-depth knowledge of current LLC workflows and is able to
• streamline processes to enable workflows to be more efficient.
• Maintain a continuing effort to increase knowledge through applicable training, designations,
• and/or certificate programs.
• Ability to assist Manager in the development of co-workers with problem solving and decision making skills by sharing position knowledge and job experiences.
• Must be able to stay abreast of new industry trends and advances.

Physical Requirements and Reasonable Accommodations

While performing the duties of this job, the employee is regularly required to convey information and communicate. The employee frequently is required to move, traverse inside an office environment, operate office equipment (computers, keyboards, telephones, printers, scanners etc.), and detect information necessary to make decisions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Company Performance Statement

In the performance of tasks and duties all employees are expected to: perform quality work within deadlines with or without direct supervision; interact professionally with other employees, customers, and suppliers; work effectively as a team contributor on all assignments; and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

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