Training and Quality Assurance Specialist
Core
Designing and delivering comprehensive learning experiences while reviewing customer interactions for accuracy and quality assurance.
Role type
Training and Quality Assurance Specialist
Builds
Learning materials, training sessions, and quality feedback reports for pet insurance operations
Domain
Pet insurance / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Instructional design, facilitation, quality assurance, data analysis, cross-functional collaboration, process improvement, digital tool proficiency, multilingual communication
Preferred skills
Remote work experience, complex system navigation, stakeholder management
Technologies
Microsoft 365, learning management systems, Asana, Power BI, Tableau, SharePoint
Responsibilities
Design, develop, and deliver training for new hires, retraining, and product updates using virtual and in-person methods. Create and maintain learning materials including facilitator guides, scripts, videos, and job aids. Facilitate and co-facilitate training sessions across multiple regions and languages. Evaluate training effectiveness using assessments, learner feedback, and performance data. Review and evaluate claims and member interactions (calls, chats, emails) for accuracy, compliance, and customer experience. Analyze quality findings and provide clear, actionable feedback and recommendations to leaders. Collaborate with subject matter experts to align training and quality initiatives with operational needs.
Seniority
Mid-level, hands-on IC