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Company Name: Texas Farm Bureau Casualty Insurance Company | Department: Policy Services
The Training and Quality Assurance (TQA) Specialist I supports frontline Customer Care performance by executing training, quality assurance, and knowledge management processes within an omni-channel contact center environment.
This role contributes to consistent service quality and frontline readiness by applying established frameworks to ensure Customer Care Representatives have access to accurate information, clear expectations, and effective training reinforcement. The TQA Specialist I partners with Customer Care Operations leadership, Training Department resources, Organizational Change Management (OCM), and operational specialists to support adoption and consistency across Customer Care.
MAJOR RESPONSIBILITIES AND AUTHORITY
Training Support & Reinforcement:
Support and coordinate onboarding and refresher training using established curriculum developed in partnership with the Training Department.
Support rollout of system, process, and policy updates by coordinating materials, reinforcing key concepts, and assisting with delivery logistics.
Maintain training materials, job aids, and documentation to reflect current workflows and system functionality.
Gather feedback on training effectiveness and identify opportunities to improve clarity, usability, and adoption.
Reinforce training effectiveness by aligning knowledge base content, quality feedback, and observed performance trends with training objectives
Quality Assurance Execution:
Conduct structured quality evaluations of customer interactions across service channels using defined scorecards and standards.
Ensure adherence to established expectations for accuracy, compliance, and service quality.
Document findings clearly and consistently to support coaching and performance improvement led by Customer Care leadership.
Participate in calibration sessions to maintain scoring alignment and consistency.
Identify and escalate trends, risks, or inconsistencies that may impact service quality or customer experience.
Knowledge Management & Content Maintenance:
Author and maintain knowledge base content using established templates, taxonomy, and content standards.
Conduct structured SME interviews to translate operational processes and policy requirements into clear, usable content.
Apply consistent tagging, naming, and organizational standards to ensure content is findable and usable in real time.
Manage article review cycles, flag outdated content, and route updates for approval.
Track content gaps and recommend updates based on frontline feedback, usage patterns, and observed performance challenges.
Operational & Cross-Functional Support:
Support testing, validation, and implementation of system or procedural changes by assisting with documentation and training updates.
Partner with Training Department resources and OCM to reinforce change adoption through knowledge updates and training support.
Provide feedback to Workforce Planning & Operations Insights and leadership on trends affecting service quality or efficiency.
Collaborate with CCR III mentors and Customer Care leadership to reinforce consistent service standards.
Contribute to the achievement of Customer Care performance objectives by supporting quality, training adoption, and knowledge accuracy initiatives.
MINIMUM POSITION QUALIFICATIONS
Bachelor's degree with a major in Business, Insurance, Technology, Finance, Economics, Communications, or other related disciplines.
Insurance industry designations or certifications (CPCU, ARM, CCCM, etc.) preferred.
Experience in customer service, contact center operations, or insurance policy processing preferred
Texas Agent/Producer license or ability to obtain within 90 days
Strong written and verbal communication skills
Ability to follow defined processes and apply standards consistently
Strong attention to detail and organizational skills
Working knowledge of Microsoft Office and content/documentation tools
Ability to learn systems, workflows, and regulatory requirements quickly
Valid Texas driver's license and driving record at the time of hire, which would not place the employee on probation or disqualify the employee from Certified Fleet Operator Status under the company's Driving and Safety Policy.
PHYSICAL REQUIREMENTS
Continuous use of PC and office equipment.
Extended periods of sitting and concentration.
Office-based role with occasional irregular hours.
Occasional bending, twisting, crouching, pulling, pushing, and reaching in an office environment.
Occasional lifting and moving items weighing up to 30 lbs.
WORKING CONDITIONS
Travel is required.
Work to be conducted in an office environment owned or leased by the company.
Texas Farm Bureau is an Equal Opportunity Employer (M/F/D/V).