Customer Service Training & Quality Analyst

Wellfleet

  • Springfield, MA
  • Permanent
  • Full-time
  • 1 month ago
Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life - from grade school to college to the workplace.Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation's leading providers of health and accident insurance products to the higher education market.The Customer Service Training and Quality Analyst is responsible for developing, maintaining, and delivering new hire training and continuing education within the department and supports quality review practices and processes to facilitate sustainable, measurable, continuous process improvement at the individual and department level that results in high quality customer interactions, improved financial performance and increased customer satisfaction, while consistently meeting internal control standards.In this role, you will…
  • Work in collaboration with the Customer Service Leadership Team to develop and maintain training materials
  • Provide customer service training including reviewing materials, scoring exercises and quizzes, scheduling call shadowing and conducting post training surveys
  • Confers with management, supervisors, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies
  • Formulate teaching outlines and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops
  • Select or develop teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops
  • Test trainees to measure progress and to evaluate effectiveness of training
  • Report on the progress of employees under guidance during training periods
  • Maintain trainee records
  • Coordinate training and workflow efforts with the Claims Trainer to ensure processes are aligned
  • Audit calls and emails for quality in compliance with Wellfleet's policies and procedures
  • Make recommendations to improve quality, workflow processes, policies, and procedures
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • Listen to recorded calls and logged call notes to assess quality delivery of call content and soft skills
  • Review emails and logged notes to ensure timely and accurate delivery of responses
  • Assist in quality review sessions with staff on any trends identified and contributes to monthly trend reports
  • Assist with preparation of internal and external quality reports for management staff review
  • Provide feedback to supervisors and managers related to training and quality
  • Perform other duties as assigned, or as the situation dictates
We are looking for candidates with…
  • Bachelor's degree in healthcare, business, or related field, and 3+ years of experience in health plan customer service with thorough understanding of benefits and policy interpretation, or equivalent combination of education and experience
  • Minimum of 1 year training experience
  • Excellent verbal and written communication skills
  • Strong analytical, judgement/critical thinking, decision-making and problem-solving skills
  • Excellent organizational skills
  • Excellent interpersonal skills
  • A strong work ethic and sense of responsibility for your teammates and our members
  • Excellent computer proficiency skills including MS Office Suite
  • Strong ability to multitask while maintaining integrity and quality of service
  • A strong understanding of health insurance products serviced at Wellfleet
  • A strong understanding of health insurance call center business practices
  • Ability to analyze data and identify trends and translate into individual or team training
  • Call auditing and/or extensive customer service experience
Why Wellfleet?Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision.Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.Are you interested in exploring a career at Wellfleet? Explore our open positions.General:Wellfleet is part of the MedPro Group family. As such, all Wellfleet team members are employees of MedPro Group Inc. We are an Equal Opportunity Employer. For a more detailed overview, visit our careers website at: wellfleetinsurance.com/about/careers. #LI-KS1 #LI-Hybrid

Wellfleet