Insurance Account Trainer

About the role

The Insurance Account Trainer will design, deliver and evaluate training programs for new hires and existing agents handling both voice and non‑voice insurance accounts. This role focuses on product knowledge, up‑skilling, and language proficiency to ensure high‑quality customer service.

Key responsibilities

• Conduct product, up‑skill and language training sessions for new hires and assess performance against competency standards.
• Perform Training Needs Analysis, identify learning gaps and develop targeted curricula, job aids, workshops and e‑learning modules.
• Facilitate various delivery methods including instructor‑led training, virtual meetings, and blended learning.
• Provide post‑training support, coaching and follow‑up to reinforce learning and improve performance.
• Create, revise and enhance training materials specific to the insurance account.
• Generate regular reports on training activities, track 30‑60‑90 day progress of new hires and recommend action plans.
• Conduct knowledge checks and assessments to ensure agents retain product and process knowledge.

Required profile

• Bachelor’s degree in any discipline.
• Minimum 1 year of experience as a trainer, preferably in an insurance or call‑center environment.
• Experience handling both voice and non‑voice insurance accounts.
• Willingness to work onsite and on shifting schedules, including weekends and holidays.
• Training certifications (e.g., CPLP, Train‑the‑Trainer) are a plus.

Required skills

• Proficiency with Microsoft Office suite.
• Familiarity with Google Workspace (formerly Google Suites).
• Experience using Learning Management Systems (LMS) and other training‑related software.