Overview
Who we are:
At AAA Life, we strive to maintain a collaborative work environment with shared responsibilities that puts the member first and provides great service to the AAA club partners.
As a people-centric organization, we focus on the development of all associates and providing opportunities to help them succeed. Here, you will exercise your potential to innovate, finding ways to increase efficiency and enhance our business processes.
Our goal is to develop an environment that attracts, cultivate and inspires excellence so that all of our associates have an exceptional AAA Life experience.
The Training and Quality Analyst is responsible for the design, development, implementation, delivery, and evaluation of programs, trainings, quality, and processes to improve New Business and Underwriting associate performance and production results. They will review new business policies and telephone calls to ensure accurate and appropriate customer service. Identify trends and opportunities and make recommendations to improve trainings, and accuracy of customer files. This Associate will also mentor department associates and assist with issues and questions on an ad hoc basis.
Responsibilities
- Analyze, design, and update course material, performance support tools, software, and training modules using a variety of media or instructional delivery methodologies to support associate education and to enhance the member experience.
- Deliver instructor led courses for associates with special emphasis on the New Business and Underwriting processes, customer service and quality.
- Performs audits of work items, telephone calls, and workflow submitted by New Business Professionals and communicate quality results regularly to management.
- Writes procedures, departmental communications, and memos. Works closely with the Compliance and Legal department to make sure that New Business procedures are compliant.
- Act as a primary resource for questions regarding New Business processes, procedures, and systems.
- Provide written communication regarding progress of New Business trainees to management, and support team members.
- Serves as the New Business department representative on IT projects through all phases from planning to deployment, to ensure New Business and Underwriting business requirements are addressed.
- Perform and coordinate User Acceptance Testing and validation for implementation and upgrade of systems and products.
- Create, maintain, and modify New Business quality databases to ensure accuracy of customer information such as policy number and other policy information.
- Consult with other business units in developing and/or recommending strategies to increase New Business associate performance, training, procedures, and department production.
- Review and approve the accuracy of documents sent to associates regarding technical changes made to programs used.
- Assist in the design, development, and running of reports to provide monitoring, and trending for improvement in workflow, department performance, and overall efficiencies for New Business and Underwriting.
Qualifications
- Associates degree or 2 years of college preferred.
- Minimum of 2 years’ experience in training/education or a similar role.
- Understanding of New Business systems, processes, and procedures.
- Excellent verbal and written communication skills.
- Experience designing, developing and conducting training using a variety of media and instructional delivery methods and performance support tools.
- Previous presentation experience
- Understanding of insurance life industry, laws, and compliance issues
For the states of California, Colorado, New York and Washington the pay scale is $47,778 to $71,668 and pay scales may vary based upon location.