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 …