Quality Control Analyst, Systems Trainer

Relation Insurance Services

Quality Control Analyst & Systems Trainer focusing on AMS 360 and ImageRight training. Part of Relation Insurance Services, enhancing efficiency through tailored training modules and customer service quality improvements.

Posted 5/13/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $77,000 - $128,000 per yearWebsite

About the role

Key responsibilities & impact

Conducts developmental needs assessments to identify learning objectives by collecting information pertaining to content management, workflow, efficiency, and productivity
Develops training content to meet the need of existing employees and/or to improve upon the quality of the existing content
Partners with leadership to plan, design, and implement solutions that enable all team members to provide a superior customer experience
Analyzes customer-initiated interactions with agency management system and develops means to improve efficiencies as appropriate
Achieves agency operational goals through increasing agency capacity and profitability resulting from effective and efficient operations through training and development, resulting in reduced Error & Emissions Exposure driven by use of proper procedures
Links workflows, processes, procedures, and technologies to relevant business solutions
Plans, organizes, and deploys training and development programs, objectives, or events for new and existing employees
Develops and maintains organizational communication to ensure employees have knowledge of training and development events and resources
Runs reports and performs regular reviews (quality control audits) of the agency management system and client accounts
Designs quality score programs and maintains a feedback mechanism for all service team employees
Improves overall customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
Develops internal customer service standards for addressing employee training related questions and requests from employees; manages effective internal client relationships
Works with the Manager and Data Management to implement improvements and efficiencies and to establish training and development priorities
Works with VP, National Service Operations to formulate and update procedure manual
Performs other projects, duties, and tasks, as assigned.

Requirements

What you’ll need

Four-year degree or equivalent work experience
Minimum 10 years of experience in technical training and development or similar role
5+ years of agency management systems experience, preferably in training and development with an emphasis on AMS 360, ImageRight
Insurance industry account management experience highly desirable
Property & Casualty License issued from state of domicile is required and must be maintained
Understands and utilizes best practices in developing online trainings
Proficient with Microsoft Office Suite
Technologically savvy; ability to independently learn new systems quickly
Ability to travel to remote offices as needed
Ability to function effectively under tight time constraints
Ability to adapt to changes in technology and incorporate those changes into learning and development curriculum
Ability to work independently with limited daily supervision
Ability to work as part of a team in a cross-cultural environment, fostering open communication and continuous quality improvement with a positive and innovative approach to problem solving
Ability to represent the company in a professional manner to both internal and external customers and clients.

Benefits

Comp & perks

Competitive pay
A safe and healthy work environment provided by our robust benefit program including family health and wellness programs
401K
employee assistance programs
paid time off
paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

training content developmentcustomer service quality improvementworkflow analysisquality control auditsonline training developmentagency management systemsAMS 360ImageRightMicrosoft Office Suiteprocess redesign

Soft Skills

communicationorganizational skillsproblem solvingteam collaborationadaptabilityindependencecustomer relationship managementtime managementleadershipcross-cultural teamwork

Certifications

four-year degreeProperty & Casualty License