Training and Quality Analyst Position Available In Suffolk, Massachusetts

Training and Quality Analyst Plymouth Rock Assurance Corporation – 3.4

Boston, MA Job Details Estimated:

$70.9K – $96.2K a year 1 day ago Benefits Wellness program Commuter assistance Paid parental leave Paid holidays Health insurance On-site gym Dental insurance Tuition reimbursement Paid time off Family leave Parental leave Vision insurance 401(k) matching Qualifications Knowledge management Microsoft Excel Management Mid-level Tableau Quality assurance Bachelor’s degree Mentoring Teaching Full Job Description Job Summary The Training and Quality Analyst is a key contributor to the growth and performance of the IA Customer Service organization. This role designs and delivers learning experiences, monitors service quality, mentors employees, and partners across business units to enhance customer satisfaction and internal effectiveness. The analyst supports quality programs, works with instructional design to develop and administer engaging training materials, and assists in driving the overall direction of training and mentoring plan. Key Responsibilities Design and deliver training programs including onboarding, technology updates, professional development and new product/process rollouts. Manage and perform quality review across the department Iterates and validates that the Automated Quality Assurance applications is measuring the customer experience of our employees and those customer for which we engage. Monitor and evaluate quality assurance (QA) metrics across channels to identify performance gaps and improvement opportunities. Collaborate with team leads and supervisors to deliver mentoring programs that boost development, customer outcomes and engagement. Conduct data analysis on training effectiveness, employee scorecards, and service standards using tools such as Excel, Tableau, and enterprise analytics. Act as the voice of the employee, customer and agent when recommending training and process enhancements. Partner with HR and across the enterprise to develop aligned training and mentoring strategies. Support knowledge management through maintaining training resources and contributing to the digital library. Education Bachelor’s degree required Experience Experience working in service-oriented environments with teaching and or mentoring experience. Insurance industry knowledge and P&C certification is a plus Excellent written, verbal, and interpersonal communication Strong facilitation and problem-solving abilities Self-motivated with the ability to manage multiple priorities and collaborate across teams

Perks and Benefits:

4 weeks accrued paid time off + 9 paid national holidays per year Free onsite gym at our Boston Location Tuition Reimbursement Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision) Robust health and wellness program and fitness reimbursements Auto and home insurance discounts Matching gift opportunities Annual 401(k) Employer Contribution (up to 7.5% of your base salary) Various Paid Family leave options including Paid Parental Leave Resources to promote Professional Development (LinkedIn Learning and licensure assistance Convenient location directly across from South Station and Pre-Tax Commuter Benefits About the Company The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.