Training and Quality Assurance Specialist

Training and Quality Assurance Specialist

Trupanion is a leading provider of medical insurance for pets, dedicated to helping owners budget and care for their beloved animals. We are expanding into Europe and seeking a motivated Training and Quality Assurance Specialist to join our team. We foster a collaborative, informal, and pet-friendly environment where authenticity and personal growth are encouraged.

This is a remote position open to candidates located in Belgium, Czech Republic, Germany, or Switzerland.

About the Role

As a Training and Quality Assurance Specialist, you will play a crucial role in ensuring exceptional customer experiences by developing and executing training programs and meticulously reviewing claim, phone, and email interactions for accuracy and quality. You will collaborate with subject matter experts, business leaders, and stakeholders across various departments, including compliance, legal, and our North America team. This role involves supporting multiple territories and languages.

Key Responsibilities

• Training & Development:
  • Design, develop, and deliver comprehensive learning experiences for new hires, retraining, and new features.
  • Utilize various learning modalities including instructor-led training (virtual and in-person), eLearning, micro-learning, and performance support tools like job aids and SharePoint.
  • Employ engaging learner strategies such as scenario-based learning, hands-on practice, storytelling, simulations, and peer-to-peer interactions.
  • Create and maintain learning materials, including facilitator guides, scripts, videos, and digital learning assets.
  • Facilitate and co-facilitate training sessions across multiple regions and languages.
  • Evaluate training effectiveness through assessments, learner feedback, and performance data, continuously improving learning solutions.
• Quality Assurance:
  • Review and evaluate claims and member interactions (calls, chats, emails) for accuracy, compliance, and customer experience.
  • Analyze quality findings, providing clear, actionable feedback and recommendations to leaders and stakeholders.
  • Identify skill gaps and contribute to targeted training solutions to support continuous improvement.
  • Maintain up-to-date knowledge of processes, KPIs, and product/service changes impacting member interactions.
  • Utilize translation tools as needed for work review and cross-language communication.
• Collaboration:
  • Work collaboratively with subject matter experts and cross-functional partners to align training and quality initiatives with operational needs.

Requirements

• Minimum of 2 years of experience in a customer- or member-facing role.
• Minimum of 3 years of experience designing, developing, and delivering training in virtual and/or in-person environments.
• Fluency in English, Czech, and French. German language skills are a plus.
• Experience working with complex computer systems and digital tools.
• Experience working in a remote or distributed environment is advantageous.
• Must maintain a reliable and stable internet connection via hard-wired Ethernet.
• Ability to travel in person for team meetings up to one week per quarter (locations may vary).

Skills

• Highly organized and self-directed, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Detail-oriented and quality-focused, with strong analytical and problem-solving skills.
• Excellent communication skills, comfortable delivering clear, constructive feedback verbally and in writing.
• Proficient with modern workplace tools such as Microsoft 365, learning management systems, and work management or reporting platforms (e.g., Asana, Power BI, Tableau).
• Adaptable to change and effective in evolving processes, priorities, and workflows.
• Ability to work independently while collaborating effectively with cross-functional teams and stakeholders.

What We Offer

• Full-time position (37.5 hours per week) with potential for flexible scheduling.
• Competitive salary with eligibility for monthly bonuses based on individual and company goals.
• Potential for Restricted Stock Units vesting over 4 years.
• 25 days of paid time off.
• Five-week sabbatical after five years of employment.
• Comprehensive benefits package including medical concierge service (Summus), Lifestyle Spending Account, family planning benefit (Carrot), and Employee Assistance Program (EAP).
• An open, casual, pet-friendly, and fun work environment.