Training & Quality Assurance Specialist


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Job Description


Safe-Guard Products International, LLC is a premier provider and administrator of automotive related insurance products including Vehicle Service Contracts, Tire & Wheel Protection and Total Loss GAP Protection across more than 7,000 outlets in North America.  We are experiencing dynamic growth and have earned a stellar reputation from our customers, peers and partners by providing:  1) the highest quality products in the industry, 2) exceptional product development capabilities, and 3) unparalleled customer service. 

Safe-Guard has become a leading provider of specialized insurance products in the automotive aftermarket industry by incorporating extensive industry knowledge and a client-first approach, while also offering a wide array of products for the Automotive, RV, Marine and Motorcycle/Power Sport segments.  With a complete product portfolio and sensible technology solutions, top OEMs, dealers and agencies choose Safe-Guard more than any other provider in the industry.  Our mission is to provide products and solutions to the motor vehicle industry that drive customer retention and protect end consumers from the perils of ownership.


Job Summary: Training & Quality Assurance Specialist

Facilitate training (on-site, off-site & virtual), manage training curriculum and materials, evaluate call performance for Claim Associates based on quality assurance standards. Report trend data to Claims Operations, Learning Management Systems Administrator, and the Training & Quality Assurance Manager as required. 


Essential Job Functions

  • Conduct all Claims related training (on-site, off-site & virtual)
  • Collaborate with Training & Quality Assurance Manager to improve course design materials
  • Evaluate and analyze the effectiveness of training programs through use of online assessments
  • Record Quality Assurance evaluations utilizing departmental quality monitoring forms
  • Participate in the design of quality monitoring forms and quality standards
  • Submit process improvement recommendations based on training and quality assurance reporting trends
  • Perform other duties as required


Skills & Requirements

Specific Requirements

  • Demonstrate ability to train and develop new and existing Claim Associates
  • Ability to facilitate training, interact and motivate trainees primarily in a classroom environment
  • Ability to accommodate the various learning styles of adult learners
  • Strong organizational and time management skills
  • Outstanding presentation skills (oral and written)
  • Professional demeanor, dependable, and able to maintain confidential information
  • Proven ability to achieve and maintain departmental quality standards
  • Ability and flexibility to travel within and outside the United States
  • Proficient in Word, Outlook, Excel and PowerPoint


Preferred Skills

  • Bilingual (French or Spanish)
  • 1-5 years relevant experience
  • Previous administrative experience in a Training & Performance Organization   
  • Experience in the Insurance or Extended Warranty industry 


Education & Experience

  • Bachelor Degree or equivalent experience
  • 1 - 5  years of experience performing Quality Assurance in a Call Center environment
  • 2 - 5 years of training experience 


EOE Statement

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.