MPI offers free employee health, dental, vision and life insurance ($50/month for family coverage), retirement and pension, and generous paid time off.
Motion Picture Industry Pension & Health Plans (MPI) is seeking a Participant Services Center (PSC) Operations Training and Quality Assurance Coordinator. This individual is responsible for assessing the quality of the performance of the Eligibility and Premium departments and monitoring productivity and work outputs, technical accuracy, customer service performance, and conformity to company policies and procedures. Assisting in making recommendations and researching for the best platform to deliver and utilize training materials to enhance the overall Representative and Participant's experience. Responsible for creating and delivering training materials, tutorials, instructions, and learning resources such as modules and guides and supporting the PSC Operations management team and support staff.
Essential Duties and Responsibilities:
Review staff work outputs for accuracy, attention to detail and completeness
Participate in the development of a formal Quality Assurance (QA) program through defining performance and quality standards and implementation of associated Performance Development Planners
Conduct Manager Reviews and provide feedback to Eligibility and Premium Representatives
Track errors, complaints, productivity and QA metrics and provide feedback to PSC Operations leadership
Communicate training needs and conduct trainings for Eligibility and Premium Representatives
Coordinate and monitor schedules and equipment
Assist with on-the-job training and professional development of PSC staff
Work collaboratively with peers, PSC Ops leadership and internal business partners (Call Center, Claims, Pension, etc.)
Create and update training materials including PowerPoint slides, videos, handouts, etc.
Other duties, projects, etc. as assigned
Demonstrated advanced performance measured by key competencies to include, but not limited to:
Business knowledge
Analytical thinking
Communication skills, written and oral
Teamwork
Qualifications:
2+ years of experience with Eligibility and/or Premium processes
2+ years Training and/or Quality Assurance Experience
Excellent verbal, written and interpersonal communication skills
Outstanding processing accuracy, attention to detail, customer service skills and dedication to providing exceptional work outputs.
Demonstrates understanding and implementation of quality assurance regulations, standards, and guidelines
Knowledge of the MPIPHP administration of employee benefit plans
Clear, articulate, and effective verbal communication skills; ability to explain complex issues
Excellent attendance/punctuality record required, with the ability to work overtime/extended hours as required.
Exceptional listening and analytical skills
Ability to multitask and successfully operate in a fast paced, team environment
Motivated self-starter
Well organized with strict attention to detail; a high level of accuracy is required
Effective time management skills
Able to learn quickly and follow through to completion
Must be able to effectively work with people at all levels inside and outside of MPIPHP
A flexible team player with a positive, cooperative, and helpful attitude
Ability to adhere to organizational values and maintain strict confidentiality of information
Ability to accept direction and developmental guidance from supervisor
Must be proficient with Microsoft Office (Advance Word and PowerPoint, basic Excel), and other software as needed
Ability to effectively present information in individual and group settings
The anticipated base salary for this position is $25-$28 per hour. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held.
Please note, this is an onsite position at our offices in Studio City, CA, which has a Covid-19 vaccine policy.
About MPI:
Located in Studio City, CA, the Motion Picture Industry Pension and Health Plans (MPI) are multi-employer trust funds established by collective bargaining agreements between various employers and over 30 Unions and Guilds representing employees in the motion picture industry.
Recognized as an Employer of Choice for its employee-focused work environment, competitive compensation and benefits, MPI is a recipient of the World at Work Seal of Distinction and is Great Place to Work Certified!