Training and Quality Assurance Specialist

About Trupanion

Trupanion is a leading provider of medical insurance for cats and dogs in North America and Europe. Their mission is to help responsible pet owners budget for and care for their pets, creating solutions that ensure unparalleled customer service for members, their pets, and veterinarians. Trupanion fosters a collaborative, informal, and pet-friendly environment where authenticity and individual growth are encouraged.

Job Description

As a Training and Quality Assurance Specialist, you will be responsible for creating and executing training programs, as well as reviewing claim, phone, and email interactions for accuracy and quality. You will collaborate with subject matter experts, business leaders, and stakeholders across Operations, compliance, legal, and North America teams. This role covers multiple territories and languages, requiring you to use translation tools as needed.

Responsibilities

• Design, develop, and deliver training for new hires, retraining, and product/process updates using virtual/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/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

• 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.
• Strong communicator, comfortable delivering clear, constructive feedback verbally and in writing.
• Comfortable using modern workplace tools (e.g., Microsoft 365, LMS, Asana, Power BI, Tableau).
• Ability to adapt quickly to change and remain effective in evolving processes, priorities, and workflows.
• Ability to work independently while collaborating effectively with cross-functional teams and stakeholders.

Schedule

• Full-time position (37.5 hours per week); schedule may vary.
• Preferred working hours: 9:00 AM - 5:00 PM or 10:00 AM - 6:00 PM, Monday-Friday, with flexibility for international teams.
• Remote position for candidates in Belgium, Czech Republic, Germany, or Switzerland.
• Must maintain reliable and stable internet connection via hard-wired Ethernet.
• Expectation to meet in person once per quarter for up to one week.

Compensation

• Full-time salary based on experience.
• Eligible for monthly bonuses based on individual and company goals.
• Potential for Restricted Stock Units (vesting 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

• Learn more about Trupanion's industry revolution: [YouTube Link]
• Team DNA: Kindness, Collaborative, Courageous, Curious, Honest, Inclusive, Agile.
• Equal Opportunity Employer committed to diversity and inclusion.