Manager of Customer Service Training and Quality Assurance – Transforming Customer Experience at arenaflex
At arenaflex, we're on a mission to revolutionize the way people interact with health insurance. We believe that health insurance should be accessible, transparent, and empowering, rather than complicated and intimidating. Our team is dedicated to making a meaningful impact in the lives of small business owners and their employees by providing exceptional customer service and support. As a Manager of Customer Service Training and Quality Assurance at arenaflex, you'll play a vital role in shaping the customer experience and ensuring that our team delivers world-class service to our customers. You'll be responsible for designing and implementing training programs, monitoring customer interactions, and driving continuous improvement in service quality assurance. If you're passionate about customer service, training, and quality assurance, and want to join a dynamic team that's disrupting the health insurance industry, we encourage you to apply.
About arenaflex
arenaflex is a rapidly growing company that's changing the face of health insurance. With over 20,000 customers and major partnerships with Intuit and Square, we're making health insurance more accessible and transparent for small business owners and their employees. Our team is passionate about innovation, customer satisfaction, and employee success. We're committed to creating a values-based culture that invests in employee growth and development.
Job Summary
As the Manager of Training and Quality Customer Service, you'll be responsible for ensuring the delivery of exceptional customer service by overseeing the training and quality assurance processes within our organization. You'll design and implement training programs, monitor customer interactions, and drive continuous improvement in service quality assurance.
Key Responsibilities
*
Training Program Development
+ Design, develop, and update training materials, manuals, and resources that align with the organization's customer service standards and objectives. + Create and maintain training schedules and curriculum. + Tailor training content and materials to meet the unique requirements of different operations teams (revenue operations, renewals, and support). + Continuously update training materials to reflect changes in customer service processes, products, or technologies. + Conduct engaging and informative training sessions for new hires and existing employees.
Quality Assurance
+ Evaluate existing quality assurance program and iterate on the program to improve Customer Satisfaction and Net Promoter Score. + Overhaul existing quality assurance reporting, tooling, and analytics. + Monitor the performance of customer service representatives to identify trends and areas where additional training or coaching is needed.
What We're Looking For
*
Essential Qualifications
+ Bachelor's degree in a relevant field or equivalent work experience. + Ability to adapt to changing needs and priorities in a fast-paced environment. + 3+ years experience building and managing training programs. + Knowledge of customer service software, CRM systems, Learning Management Systems (LMS), and related technologies (Salesforce a plus). + Strong communication and presentation skills. + Excellent interpersonal and coaching abilities. + Strong organizational and project management skills (certification a plus).
Preferred Qualifications
+ Experience in the health insurance industry or a related field. + Knowledge of quality assurance methodologies and frameworks. + Experience with data analysis and reporting.
What We Offer
*
Competitive Compensation
+ The base salary range for this position is $65,000 – $90,000. + We have a market-based compensation structure, and the salary for this position may vary based on a candidate's experience, industry expertise, technical skills, and location.
Benefits
+ Generous stock option packages. + Competitive compensation. + "Take what you need" time off plan. + 100% Medical, Dental, and Vision Insurance coverage. + FSA plan. + 401k.
Culture
+ We value radical transparency, feedback, bias to action, growth, and an obligation to dissent. + Every opinion is respected, and we hold each other to extremely high standards. + We're driven by the diversity in our backgrounds and unified by 100% alignment on our mission.
Why Join arenaflex?
*
Make a Meaningful Impact
+ Join a team that's making a real difference in the lives of small business owners and their employees. + Contribute to a company that's disrupting the health insurance industry and creating a more accessible and transparent experience for customers.
Grow and Develop
+ We invest in employee growth and development, providing opportunities for training, mentorship, and career advancement. + Our team is passionate about innovation, customer satisfaction, and employee success.
Diverse and Inclusive Culture
+ We're an equal opportunity employer and value diversity at our company. + We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
How to Apply
If you're passionate about customer service, training, and quality assurance, and want to join a dynamic team that's changing the face of health insurance, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job