Training and Quality Specialist

Who We Are: 

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

Summary: The Training and Quality Specialist plays a critical role in strengthening team performance and supporting a positive customer experience by developing, delivering, and improving training programs for internal client-facing staff. This role focuses on preparing teams to assist individuals seeking health insurance through a state-based public health insurance exchange, while also supporting broader organizational training needs as they arise.

The Specialist creates clear, accurate, and compliant training content on health insurance concepts, service processes, and operational requirements. In addition to facilitating training, the role implements quality assurance practices to ensure consistency, accuracy, and adherence to regulatory expectations. By maintaining best practices, standardizing materials, monitoring performance, and keeping documentation current, the Training and Quality Specialist helps drive operational excellence and equips staff to support clients effectively.

Essential Duties and Responsibilities:

• Design, implement, and facilitate training programs for internal teams and external partners, ensuring alignment with company objectives and regulatory requirements related to health insurance and public exchange operations.
• Develop and maintain training materials, SOPs, and policies to address evolving business needs, health insurance guidelines, and regulatory updates.

• Conduct in-person and virtual training sessions, adapting methods to various learning styles and program requirements.
• Assess training effectiveness through audits, performance evaluations, and participant feedback, making refinements as needed.
• Monitor team performance, conduct quality reviews, and provide coaching to enhance service delivery.
• Implement and oversee quality assurance processes, ensuring compliance with industry standards, including HIPAA.
• Collaborate with leadership and stakeholders to align training strategies with business goals and client expectations.
• Identify opportunities for process improvements and standardization across training and quality programs.
• Maintain comprehensive documentation of training activities, quality metrics, and compliance reports for internal and external review.

Knowledge, Skills, and/or Abilities:

• Strong knowledge of instructional design principles and experience translating complex information into clear training content
• Familiarity with health insurance and state-based public exchange operations is strongly preferred, along with an understanding of relevant regulations.
• Proven ability to analyze performance data and implement improvements.
• Excellent communication, facilitation, and organizational skills.
• Experience with Learning Management Systems (LMS) and training delivery tools.
• Proficiency in Microsoft Office Suite and project management software.
• Willingness to travel as necessary to support training and quality initiatives.

Education and/or Experience: 

• Bachelor’s degree in Business, Education, Healthcare Administration, or a related field, or equivalent professional experience.
• 2+ years of experience in training and quality assurance, preferably in health insurance or employee benefits.
• Call center experience is a plus.

Certificates, Licenses, Registration: N/A

What We Offer:

We’re proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $83,000 – $98,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You… Better Together!

NFP is an inclusive Equal Employment Opportunity employer.