Manager, Sales Quality

Seattle, WA or Remote

Assurance IQ, LLC logo
Assurance IQ, LLC
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About AssuranceAssurance IQ is a technology company headquartered in Seattle. We were acquired by Prudential (NYSE: PRU) to further the joint mission of improving financial wellness across the world.
Our team of world class software engineers, data scientists, and business professionals work every day to expand our product offerings and the reach of our platform. We simplify the complex world of insurance and financial services into straightforward, valuable solutions to improve people's lives. We start by asking customers a few questions, so our system can learn about their needs; from there, our ground-breaking, proprietary platform takes over and analyzes the thousands of data points that make customers unique. This is how we create custom-tailored plans for each customer; plans built precisely for their needs and budget. Our platform serves as the intersection between customer and seller, technology, and the human touch.
At Assurance, we are innovative, persevering, collaborative, calculated, and authentic, and we're working together to improve the lives of millions!
About the PositionThis position is responsible for leading the team that helps ensure our agents can be successful on the Assurance IQ platform while meeting our standards for sales practices and our expectations for the customer experience. You will spend most of your time managing a team of Advocates, helping them to meet with agents who have received non-passing sales call reviews and written communications scores, working with the Advocates to improve their coaching techniques, and identifying trends seen by your team and providing feedback to leaders in our Learning & Development, Agent Supervision, and Sales organizations to address opportunities. You will need to devise an approach to assigning Advocates to Agents, ensure the relationships are developing well, and track that your team is effectively improving measurements of sales quality. Part of your time will also be spent as a Sales Quality Advocate, working with agents to help them understand their deficiencies, why we care about these, and how they can change their behavior to pass reviews in the future.  You will be responsible for documenting the coaching and disciplinary actions, remediation plan, and successful completion of agent training. This will require that you review scorecards in advance and listen to portions of recorded calls to help identify the issue(s) and/or review agent written communications.  You will work closely with our Agent Success & Performance team and our Sales Managers to provide feedback on individual agents and help track them to our progressive discipline program and continuous improvement training program. You will be involved in documenting and communicating trends to a variety of groups on a regular basis. This role reports to the Vice President, Operations.

Responsibilities

  • Receive weekly reports on non-passing policy sales call reviews
  • Oversee the productivity of meetings between Sales Quality Advocates and Agents
  • Track these interactions and intervene when roadblocks arise
  • Prepare and maintain materials that may be used to support Sales Quality Advocate and Agent coaching sessions
  • Solicit feedback on the Sales Quality Advocates, from agents and sales managers, helping them to improve where appropriate and reinforcing positive behavior
  • Demonstrate value to the business through various reporting metrics
  • Meet with agents to review findings from call reviews, written communications reviews and expected remediation efforts
  • Document outcomes from meetings with agents and follow with them for status of agreed upon actions through to completion
  • Provide feedback on individual agents to the Agent Success & Performance team and Sales Managers
  • Provide feedback to the Sales Trainers and Learning & Development team for content development and roll-out
  • Provide feedback to product managers for possible improvements to the buildout of an automated progressive discipline and micro-training program
  • Communicate progressive discipline program to agents and consequences applicable to them

Qualifications

  • Successful manager of people
  • Background in training, learning & development, coaching
  • Data-driven leader, comfortable conducting own analysis and using results in decision-making processes
  • 3-5 years’ experience with insurance regulations and agent responsibilities in Life, Health, Medicare Advantage/Supplement, Property & Casualty, desired but not required
  • Competent with Microsoft office products - Tech savvy and able to work in multiple systems and reports
Job region(s): North America
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