Assured Health Group (AHG) is a proud member of the Alliant family of companies. AHG is committed to empowering our insurance agents to optimize their time, increase their earnings, and elevate their business standing. We support every aspect of an agent's business with a comprehensive portfolio that includes advanced technology, and robust marketing programs. We are dedicated to delivering exceptional service and resources to help agents succeed and distinguish their business in the competitive insurance market.
More information is available on the company's website at: www.assuredhealthins.com.
SUMMARY Responsible for leading overall process improvement activities, producing high quality interactions with the clients, and producing efficiencies in operations. Develops and implements programs to review and evaluate team engagement to ensure service delivery is consistent with business practice standards. Analyzes and reviews quality control of team recordings, live calls, chats, emails and reports to determine customer trends and issues that relate to the customer's overall experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES Leads quality reviews of the work and interactions of the team with customers to ensure proper standards are consistently met, including review of engagement documentation to ensure proper format is utilized.
Analyzes and reviews results of improvement efforts and ongoing measures of quality and customer satisfaction to management.
Leads and implements training programs for new hires and existing employees.
Reviews the record keeping system to track employee training, participation, and progress for accuracy and works with the team on any discrepancies.
Works to develop better tools for tracking customer interaction and satisfaction.
Develops and implements various employee engagement practices and techniques.
Strategizes solutions to issues that affect the functional areas of the team.
Assists with vendors for employee participation in outside training programs.
Resolves escalated issues from operations and coordinates with other departments to help address the issue.
Researches new training techniques and suggests enhancements to existing training programs to meet the changing needs of the organization.
Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information).
Assists with support on special projects as needed.
Performs all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.
Performs other duties as assigned.
QUALIFICATIONS EDUCATION / EXPERIENCE Bachelor's Degree or equivalent combination of education and experience
Four (4) or more years related work experience
Prior call center or training experience
Insurance industry or group health plans operations experience handling eligibility, claims resolution, benefits education, or equivalent
SKILLS
Knowledge of training techniques and principles to effectively instruct and drive quality employee engagement
Proficient in Microsoft Office Suite
Skill in talent management through motivating, developing, and directing employee work performance
Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Excellent verbal and written communication skills
Excellent attention to detail
Ability to implement new systems and procedures, and to evaluate their effectiveness
#LI-GS1
We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.
For immediate consideration for this position, please click on the "Apply Now" button.
Alliant Insurance Services, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected status.
If you are applying for a job and need a reasonable accommodation for any part of the employment process, please call our Career Center at 1-877-901-9473 and let us know the nature of your request and contact information.
For more information on Alliant Insurance Service's benefits, click here. |
Alliant Insurance Services
Apr 10, 2026