Pet Training and Quality Manager
Summary of Responsibilities:
Responsible for the overall strategy and management of the pet insurance training and quality department. In addition, the training and quality manager is responsible for setting the overall strategy for all pet training and quality initiatives. This person works closely with all areas of the pet team to identify training needs, create training content, and execute training sessions. They are responsible for setting QA strategy for all areas of pet OPS, including but not limited to voice, chat, email and claims interactions. The training and quality manager works with partners across MetLife to identify and take the lead on implementing changes to OPS training and quality processes and systems that will improve associate satisfaction, graduation rates and customer satisfaction.
This role requires a high-energy person capable of strategic thinking, leadership, problem solving, multi-tasking as well as attention to detail in day-to-day operational procedures.
Principal Responsibilities:
- Manages trainers and quality associates
- Provides daily direction and communication to team members to ensure the department is performing optimally
- Responsible for knowledge of MetLife Pet Insurance products and processes and possess the ability to effectively convey this information to team members
- Recommends and implements process improvement strategies
- Creates training content and executes training sessions for new hire as well as ongoing pet team member training
- Prepares and presents reports on department metrics for training and quality
- Implements quality scorecards and expectations that drive customer satisfaction and results in all areas of operations
- Documents and consistently refines standard operating procedures for the training and quality team as well as the knowledge base tools for operations
Knowledge/Skills/Competencies Required:
- High School Diploma or GED
- 5+ years of relevant experience (Pet product knowledge a plus)
- Proven training, content creation and leadership experience with the ability to develop a team
- Ability to effectively lead training sessions across digital platforms in a virtual environment
- Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint)
- Excellent organizational, interpersonal, and communication skills, both written and verbal Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness.
