Training and Quality Assurance Specialist

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America, and a new provider in Europe. Our mission is to help loving, responsible pet owners budget and care for their pets. We create solutions to ensure our members, their pets, and their vets experience unparalleled customer service. At Trupanion, we offer a collaborative, informal, and pet-friendly environment where everyone is encouraged to authentically be the best version of themselves.

Job Description

As a Training and Quality Assurance Specialist, you will be responsible for creating and executing training, as well as reviewing claim, phone and email interactions for accuracy and ensure quality customer experiences are delivered. You will work collaboratively with subject matter experts, business leaders and stakeholders within Operations, as well as within our other teams such as compliance, legal, and our North America team members. This role is covering multiple territories, and with multiple languages.

From the training perspective, you will be designing and delivering comprehensive learning experiences, for new hires, retraining, and new features. These learning experiences could include, instructor-Led Training (virtual and in-person), eLearning, micro-learning, and performance support, like job aids and SharePoint, using a range of learner engagement strategies such as scenario-based, hands-on skills-based practice, storytelling, simulations, adaptive learning, and peer-to-peer interactions.

From the quality assurance perspective, you will play a critical role in ensuring that claims, phone calls and emails are executed to the highest standards in accuracy and customer experience. This role will be responsible for reviewing work items to evaluate, provide objective based results, and reporting and communicating outcomes.

At Trupanion, we believe in a flexible workplace! This is a remote position for candidates located in Belgium, the Czech Republic, Germany, or Switzerland. You must be able to maintain reliable and stable internet connection through hard-wired Ethernet.

The expectation is to meet with the team in person once per quarter for up to one week. Meeting locations may vary based on business needs.

Responsibilities:

• Design, develop, and deliver training for new hires, retraining, and product or process updates using virtual and in-person instructor-led sessions, eLearning, and performance support tools.
• Create and maintain learning materials including facilitator guides, scripts, videos, job aids, and other digital learning assets.
• Facilitate and co-facilitate training sessions across multiple regions and languages.
• Evaluate training effectiveness using assessments, learner feedback, and performance data, and continuously improve learning solutions.
• Review and evaluate claims and member interactions (calls, chats, emails) for accuracy, compliance, and customer experience.
• Analyze quality findings and provide clear, actionable feedback and recommendations to leaders and stakeholders.
• Collaborate with subject matter experts and cross-functional partners to align training and quality initiatives with operational needs.
• Maintain current knowledge of processes, KPIs, and product or service changes impacting member interactions.
• Support continuous improvement by identifying skill gaps and contributing to targeted training solutions.
• Use translation tools as needed to review work and communicate across languages.

Qualifications:

• 2+ years of experience in a customer- or member-facing role.
• 3+ years of experience designing, developing, and delivering training in virtual and/or in-person environments.
• Fluency in English, Czech, and French; German is a plus.
• Experience working with complex computer systems and digital tools.
• Experience working in a remote or distributed environment is an advantage.

Skills:

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

Schedule:

• This is a full-time position of 37.5 hours per week; schedule may vary based on business needs.
• Preferred working hours are approximately 9:00 AM to 5:00 PM or 10:00 AM to 6:00 PM, Monday through Friday, with flexibility to support international teams as needed.

Compensation:

• The pay for this position is based on a full-time schedule. Along with salary, our employees will be eligible for monthly bonuses based on individual and company goals.
• Trupanion may also provide Restricted Stock Units, which vest over 4 years

Benefits:

• 25 days of paid time off
• Five-week sabbatical after five years of employment
• Medical concierge service (Summus)
• Lifestyle Spending Account
• Family planning benefit (Carrot)
• Employee Assistance Program (EAP)
• Open, casual, pet-friendly, and fun work environment

Additional Information

To learn more about how Trupanion has revolutionized the industry and its reimbursement model:
https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Team DNA

We lead by example and believe we can achieve great things together when we work together:

• Kindness: We treat each other with kindness and assume positive intent.
• Collaborative: We work together to achieve company goals ("we" not "me").
• Courageous: We are determined, take risks, and are bold.
• Curious: We seek new information to continuously improve ourselves and our work.
• Honest: We believe candid communication leads to successful teamwork.
• Inclusive: We welcome and value all people and perspectives.
• Agile: We adapt and evolve easily in pursuit of progress and innovation.

Equal Opportunity Statement

Trupanion is an equal opportunity employer committed to diversity. We strive to build a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We provide reasonable accommodations to enable individuals to participate in the application and interview process, perform essential job functions, and enjoy the benefits and privileges of employment. Applicants may contact us to request an accommodation.