Sr Quality & Training Specialist - Customer Care/Promise (Remote)

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.
Trustmark is currently seeking a Sr Quality & Training Specialist to join the team.
This role is responsible for knowledge transfer to support Customer Care/Promise business activities to include: needs assessment, design, development, delivery and measurement of learning programs and materials for new hires and existing staff. This role leads the design, administration and enhancement of Quality Monitoring programs for Billing Operations / Customer Care/Promise. This role supports process improvement through direct involvement, facilitation and documentation of processes, work flows, procedures and other deliverables. Provides on-going coaching, enabling team members to develop and improve skills and capabilities to support the effectiveness of the process/department/function. Serves as a technical/professional mentor to team members. Provides performance input and recommendations to management for development/training plans and/or performance reviews.
Key Accountabilities/Responsibilities
Lead Quality Programs:

• Partner with leaders on and lead cross-functional and/or cross-divisional quality initiatives
• Lead the strategy, design, enhancement and administration of quality programs.
• Run and review analytical and trend reporting and provide analysis to leadership.
• Create and drive quality program including standards, definitions, assessment and evaluation methodology.
• Conduct and/or coordinate quality audits and evaluation.

Design, develop, maintain and deliver Learning Programs to ensure and enhance quality standards:

• Assess and identify appropriate trainers/SMEs to participate in knowledge transfer. Provide direction, oversight, coaching, development and ongoing evaluation of trainers/SMEs.
• Perform needs assessments to determine performance requirements and learning approaches.
• Manage entire life and scope of details involved in running a training course from inception, creation, delivery, follow up, and records management.
• Partner with internal departments with content creation and delivery solutions.
• Create and deliver strategic learning/training solutions that align with the business’ strategy, close performance gaps, and appeal to diverse learning styles and engage all participants, including remote and virtual learners.

Lead And Facilitate Process Management And Improvement Activities

• Provide analytical and trend reporting
• Implement and support the use of organizational change management methodology, Managed Change®.
• Maintain inventory and prioritization of process improvement ideas.
• Identify and lead creation of new workflows, processes and other documentation for reference and training purposes. Maintain, revise and expand existing process documentation.
• Facilitate process improvement efforts ranging from continuous improvement to process redesign using methodologies such as Lean, Six Sigma, reengineering, etc.
• Conduct and facilitate root cause analysis for quality and customer issues; implement or recommend corrective / improvement actions.
• Participate in or lead cross-functional and/or cross divisional efforts to identify, document or improve processes - workflow, RACI, etc.

Requirements

• Excellent Business Communication Skills (verbal and written)
• Able to work core training hours for new hires
• Time management and prioritization skills
• 5 plus years of instructional design, facilitation or other learning support work experience within a call center environment
• Demonstrate clear understanding of call center concepts and practices
• Ability to design and develop utilizing adult learning methodology
• Ability to influence effectively
• Proficient Use of Word, Excel, Outlook, Power Point
• 3 plus years of experience in organizational change management or project management
• High level of autonomy - Assignments are often self-initiated and self-supervised.
• Effective interaction with multiple teams and associates at all levels of the organization
• Bachelor degree

Preferred

• Knowledge of e-learning development methodologies platforms
• Ability to learn quickly and seek out new knowledge
• Master’s degree
• Experience within the insurance or premium billing industry

Come join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.
For the third consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.
Required Skills
Required Experience