Associate Quality Assurance Coordinator

Assurant is hiring an Associate Quality Assurance Coordinator in our Financial Services Department. This job is responsible for identifying training and development needs for our Customer Service call center reps, servicing multiple clients. The Associate Quality Assurance Coordinator focuses on improving individual performance and the overall customer experience through call monitoring, client call calibrations, and monitoring quality results.

What will be my duties and responsibilities in this job? 

Evaluations

• Responsible for monitoring / evaluating Frontline and Adjuster calls.
• Conduct an evaluation for 100% of assigned Assurant call center agents for the current month.
• Listen to agent calls and document attributes the agent met and those that need improvement.
• Provide written coaching recommendations for attributes identified as needing improvement to the agent’s supervisor.
• Provide feedback to Supervisors and identify/report policy and/or compliance violations as needed.
• Develop tools, resources, and job aids to improve individual and overall results.
• Balance priorities to achieve deadlines and key target expectations.
• Ability to work with various skill sets, personalities, and working styles.
• Review and evaluate claim decisions.

Process Improvement

• Audit Evaluations — meet the percentage of accuracy guidelines for all evaluations received.
• Issue Escalation—escalate customer issues (as needed) to the supervisor for resolution.
• Calibrations - participate in scheduled calibration sessions. Includes listening to calls and discussing the attributes.
• Attend and provide feedback for internal/external client calibration sessions for Customer Care
• Documentation—regularly submits recommendations to improve documentation and processes. Be especially on the lookout for inconsistencies, errors, etc.
• Identify and submit recommendations for average handle time opportunities.  

Call Center Support

• Meet with the new hire training classes and review the Quality Program in detail.
• Work in conjunction with the Call Center Management team to improve the overall associate and department QA scores.
• Maintain positive, productive, and effective relationships with management and call center employees.
• Partner with Training and Management to identify programs that reduce errors and improve both individual and department results.
• Liaison both internally and externally with clients, management, associates, and quality assurance

 
What are the requirements needed for this position? 

• High school diploma or GED
• General knowledge of QA systems and tools
• Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint)
• Must be meeting departmental performance goals
• Apply basic problem-solving skills
• Excellent written communication skills
• Detail oriented

 What other skills/experience would be helpful to have? 

• 3+ years of related experience in quality assurance in a call center environment
• Bilingual in English and Spanish strongly preferred
• Experience working in the financial services industry

Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.