CX Trainer

Job Description About Ethos Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones. We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes We've issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health. We make getting life insurance easier, faster and better for everyone. Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights Global Insurtech 50 list and BuiltIn's Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families About The Role The Trainer is responsible for delivering and assisting with the training programs that will improve the effectiveness and success of our employees. The Trainer will be a seasoned training professional, with Customer Service and/or call center experience. The Trainer will conduct regular training activities to ensure compliance with company policies and laws with a focus on the development of new employees. This position reports to the Senior Manager, CX Quality and Compliance. Duties And Responsibilities - Assess current training programs and make recommendations to improve their effectiveness. - Assess internal employee skill levels and competencies, by conducting needs analysis, monitoring participant progress during training, recommending program changes and tracking results. - Coach and monitor new employees to increase their effectiveness. - Administer progressive discipline to new employees regarding attendance and performance requirements, as needed. - Provide tracking/reporting to management on training program progress, new hire development, and course effectiveness. Qualifications And Skills - 3 years of experience in Call Center, Training & Development, and/or Leadership - 3 years of experience in training and development - Leadership training experience, a plus - College Degree or equivalent work experience - Strong communication skills - both oral and written - Extensive knowledge of Customer Service and Life Insurance a plus - Organizational skills - Detail oriented - Strong MS Office skills particularly PowerPoint and Word - Comfortable working in a rapidly changing environment Don't meet every single requirement If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace. We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records. To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.