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Our client, a rapidly growing automotive service contract administration company in northwest Austin, is looking for a permanent Claims Training and Development Supervisor. This person is responsible for leading the Claims Training and Quality Assurance functions while driving a high-quality customer service experience and ensuring adherence to claims adjudication processes. This role manages Trainers and QA Auditors, oversees onboarding and ongoing development, and ensures consistency in training standards and quality metrics across multiple locations. This position is Monday through Friday from the hours of 8:00 am - 5:00 pm with the chance to work from home Mondays and Fridays.

Responsibilities

Manage the Claims Training and Quality Assurance (QA) teams to ensure effective onboarding, training delivery, and call auditingOversee onboarding and training for new hires across all locations, ensuring consistency in claims procedures and service standardsMonitor the effectiveness of training and QA programs to ensure alignment with organizational goals and operational needsConduct call monitoring and claim audit calibration sessions with department leadership to ensure alignment in processes and scoringConduct post-training assessments to measure and report on training effectiveness and employee progressWrite and deliver bi-annual performance reviews and provide verbal and written coaching to Training and QA staffPartner with leadership across sites to align training initiatives, QA programs, and process improvementsTrack new hire performance and attendance and provide recommendations to managementProvide ongoing support to the Training team, including refreshers, coaching, audits, and special projectsServe as a mentor and subject matter resource to the Claims departmenttAssess more complex claims cases and settle or escalate within approved authority limitsServe as a consultant to the Claims Director or Manager on procedural and system-related processesSupport ad hoc training and development requests from Claims leadership

Qualifications

Minimum 3 years of experience as a Trainer or Supervisor in a call center environment; automotive warranty experience strongly preferredExtensive knowledge of automotive claims handling procedures, warranty contracts, and applicable regulationsFamiliarity with QA tools, CRM systems, and reporting platforms; NICE/inContact experience is a plusStrong understanding of adult learning theories and instructional methodsExcellent analytical, coaching, and communication skillsHigh attention to detail with a focus on accuracy and complianceProficiency in Microsoft Office Suite, including strong Excel skillsExperience delivering in-person and virtual training using Zoom and/or Microsoft TeamsStrong presentation, planning, and written/oral communication skills across all organizational levelsHigh degree of flexibility and adaptability in a changing environmentAbility to evaluate employee progress to meet business and operational needsCreative, innovative, and able to multitask effectively 1444099_1769028331 To Apply for this Job Click Here