Japanese Technical Training Senior Analyst - Global Health Benefits at Cigna in Visalia, California

Job Description:

The Trainer/Coach will support their targeted aligned clients to raise performance levels in a dynamic and changing environment. They will educate, and motivate our representatives through training and development. They are responsible for delivering learning that makes our employees more effective and customer centric. They are a critical resource for driving performance in a learning atmosphere.

Description:

Responsible for day to day coaching, training, and technical support to a team of representatives to guide them to deliver positive customer experiences through taking calls and providing accurate information followed by World Class Service.

Identify coaching moments, and provide feedback to effectively coach representatives to generate optimal learning experience and results.

Partners with internal business owners to assess training needs and coaching plans to increase representative's knowledge, skills and confidence. Supports with developing process improvement plans to improve the customer experience.

Note: This role is a combination of trainer and coach responsibilities. In this role, the individual will deliver training for the business as required. When training is not occurring, the individual will support in the coaching role; aligned to work to balance out the team's capacity, as well as perform Quality Audits to measure accuracy based on established Cigna guidelines.

Responsibilities

Coach and train agents to deliver optimal service utilizing best practices, tools, and resources.

Cross Trained to facilitate both call and email in native Japanese

Perform Quality Audit reviews using Cigna guidelines

Analyzes data, and class performance to identify opportunity to coach for improvements by administering assessments, pop quizzes, as well as mock call certifications

from the business side, lead or support facilitation of topics, courses, or full programs that focus on the skills required to achieve, or exceed, the required call standards consistently

effectively manage classrooms to expedite quality learning

Track performance against goals on a regular basis using key metrics; analyze and immediately act on any issues that could affect achievement of service levels

Collaborates with supervisors, managers and coaches to improve upon identified performance

Performs the duties of a call representative. Taking calls periodically to maintain the subject matter expertise required to effectively train and develop call representatives

Provide side-by-side support, using training or coaching to reinforce and develop the classroom leanings

Manage/prioritize workflows to ensure control and compliance requirements

continually look for ways of streamlining processes and procedures, eliminating rework and reducing productivity variations wherever possible

Working in conjunction with the instructional design team to develop curriculum that is up to date, agile, and keeps the customer at the center of everything we do

Collaborate with trainers in other departments to cross train and assist with training as necessary

Qualifications

** Preferred location is Work From Home in California (Visalia ideal), but open to any US Work From Home location

Perform quality audits using Cigna's guidelines

High School Diploma or equivalent required or Bachelor's Degree preferred

Minimum of 1-2 years of Quality or Training experience preferred

Must speak native Japanese

Highly developed quality decision-making and problem-solving skills

Solid background of customer focus delivery

Able to learn and apply quickly with a high degree of functional/technical skills

Strong written and verbal communication skills

Ability to handle multiple assignments, projects and deliverables simultaneously

Ability to work flexible hours per the hours of operations for the business team supported

Ability to train in a virtual environment as well as traditional classroom style

Working knowledge of claim processing is a plus

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.