Training and Quality Assurance Specialist

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America, and a new provider in Europe. Our mission is to help loving, responsible pet owners budget and care for their pets. We create solutions to ensure our members, their pets, and their vets experience unparalleled customer service. At Trupanion, we offer a collaborative, informal, and pet-friendly environment where everyone is encouraged to authentically be the best version of themselves.

Job Description

As a Training and Quality Assurance Specialist, you will be responsible for creating and executing training, as well as reviewing claim, phone and email interactions for accuracy and ensure quality customer experiences are delivered. You will work collaboratively with subject matter experts, business leaders and stakeholders within Operations, as well as within our other teams such as compliance, legal, and our North America team members. This role is covering multiple territories, and with multiple languages.

From the training perspective, you will be designing and delivering comprehensive learning experiences, for new hires, retraining, and new features. These learning experiences could include, instructor-Led Training (virtual and in-person), eLearning, micro-learning, and performance support, like job aids and SharePoint, using a range of learner engagement strategies such as scenario-based, hands-on skills-based practice, storytelling, simulations, adaptive learning, and peer-to-peer interactions.

From the quality assurance perspective, you will play a critical role in ensuring that claims, phone calls and emails are executed to the highest standards in accuracy and customer experience. This role will be responsible for reviewing work items to evaluate, provide objective based results, and reporting and communicating outcomes.

At Trupanion, we believe in a flexible workplace! This is a remote position for candidates located in Belgium, the Czech Republic, Germany, or Switzerland. You must be able to maintain reliable and stable internet connection through hard-wired Ethernet.

The expectation is to meet with the team in person once per quarter for up to one week. Meeting locations may vary based on business needs.

Responsibilities:

• Design, develop, and deliver training for new hires, retraining, and product or process updates using virtual and in-person instructor-led sessions, eLearning, and performance support tools.
• Create and maintain learning materials including facilitator guides, scripts, videos, job aids, and other digital learning assets.
• Facilitate and co-facilitate training sessions across multiple regions and languages.
• Evaluate training effectiveness using assessments, learner feedback, and performance data, and continuously improve learning solutions.
• Review and evaluate claims and member interactions (calls, cha