Process and Comm Training Analyst

Trains employees in different facets of Insurance TPA operations for both voice and non-voice processes. Conducts training needs analysis in conjunction with the teams to plan for the training programs required for employees to ensure that client SLAs are met. Designs training materials for new hire training as well as for upskilling and redeployment.

Overview

• Facilitates multi-week new hire training for Contact Center Associates (Academies) - email & chat
• Performs analysis to understand client transactions in order to create process improvements.
• Reviews and standardizes content as well as tailors material for specific situation.
• Creates content for high-end (difficult/complex) topics.
• Conducts/facilitates training on high-end (difficult/complex) topics.
• Acts as consultant for respective service lines.
• Leads development, design, delivery, evaluation, and management of training programs for the respective service line.
• Participate in project transitions such as product launches.
• Prepares training material and transition documents for new processes, accounts & clients programs for the respective service line.
• May mentor a group of junior trainers.

This is a BPO Process & Communication Trainer for Insurance TPA.