Training & Quality Operations Senior Associate

Our National Training Team is a group of strategic problem-solvers working to drive an improved member experience. Come join us in our mission to better serve senior communities and fix healthcare for those who need it most.

As a Training & Quality Operations Sr. Associate, you will be responsible for working with operations leadership to plan and execute training, quality assurance, and escalation resolution. You will work across multiple teams to ensure the member needs are identified and well represented. You will provide trends on a variety of channels from our members to better understand signals for process improvement and member retention.

As a Training & Quality Operations Sr. Associate you will:

• Make an impact by planning, conducting, coordinating and implementing comprehensive training modules that impact quality assurance and performance.
• Develop training documents and train internal and external teams.
• Assist in developing, creating and implementing quality processes and procedures; as well as making enhancements to training materials and class modules as needed to enhance the overall member experience.
• Participate in the design of quality assurance formats and quality standards.
• Responsible for assessing the quality of the performance of internal and external member engagement efforts. 
• Engage with our members on a variety of campaigns. 
• Participate in member listening programs and call monitoring to identify member needs and expectations and coordinate and facilitate call calibration sessions.
• Manage escalation channels to ensure timely resolution of member facing issues and to provide actionable data to various cross-functional stakeholders.
• Collaborate with internal and external and stakeholders such as Sales, Stars and Clover members.

Success in this role looks like:

• In the first 30 days you will: Gain familiarity with the company's mission, values, and culture, and start understanding the landscape of member communications and quality assurance.
• In the first 60 days you will: Collaborate to enhance training materials, implement quality processes, and start monitoring member communications for trends.
• In the first 90 days you will: Assess engagement quality, provide recommendations for improvement, and align efforts with organizational goals while strengthening collaboration with stakeholders.

You should get in touch if:

• You have at least 4 years of experience in a call center training or quality role within a Healthcare/Medical/Insurance environment.
• You are hyper-organized and detail oriented, with the ability to stay organized …