Insurance Training & Quality Manager

Company Description

Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We’re a constituent of the FTSE 30 and for more than 125 years we’ve helped economies and communities flourish – and we’re not done.

Discover the Unexpected – Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ ‘big-thinkers’ and ‘can-doers’ that share our purpose #uniquelyexperian

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

Qualifications

• Must possess an active property and casualty license
• Bachelor’s degree or equivalent experience

What you’ll bring

This role will be critical in creating a better training and onboarding experience for our new hires and ensuring that our teams meet our quality and compliance standards. They will create the strategy for how we will reinforce a high performance work environment and continuously improve our operation within the Insurance Team. Finally, they will do this by ensuring we have the right people at the right time to handle our customer needs.

Additional Information

Our uniqueness is that we truly celebrate yours. Experian’s culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering… the list goes on. Experian’s strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian’s DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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