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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 auditing
• Oversee onboarding and training for new hires across all locations, ensuring consistency in claims procedures and service standards
• Monitor the effectiveness of training and QA programs to ensure alignment with organizational goals and operational needs

• Conduct call monitoring and claim audit calibration sessions with department leadership to ensure alignment in processes and scoring
• Conduct post-training assessments to measure and report on training effectiveness and employee progress
• Write and deliver bi-annual performance reviews and provide verbal and written coaching to Training and QA staff

• Partner with leadership across sites to align training initiatives, QA programs, and process improvements
• Track new hire performance and attendance and provide recommendations to management
• Provide ongoing support to the Training team, including refreshers, coaching, audits, and special projects
• Serve as a mentor and subject matter resource to the Claims departmentt

• Assess more complex claims cases and settle or escalate within approved authority limits
• Serve as a consultant to the Claims Director or Manager on procedural and system-related processes
• Support 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 preferred
• Extensive knowledge of automotive claims handling procedures, warranty contracts, and applicable regulations
• Familiarity with QA tools, CRM systems, and reporting platforms; NICE/inContact experience is a plus
• Strong understanding of adult learning theories and instructional methods
• Excellent analytical, coaching, and communication skills
• High attention to detail with a focus on accuracy and compliance
• Proficiency in Microsoft Office Suite, including strong Excel skills
• Experience delivering in-person and virtual training using Zoom and/or Microsoft Teams
• Strong presentation, planning, and written/oral communication skills across all organizational levels
• High degree of flexibility and adaptability in a changing environment
• Ability to evaluate employee progress to meet business and operational needs
• Creative, innovative, and able to multitask effectively

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