Quality Control Agent III

At Obie, we don’t just insure properties — we ensure progress. With advanced technology, real-time data, and a vast network of agents and partners, we help real estate investors and landlords get insurance coverage whenever and wherever they need it. Thousands of owners nationwide trust us to be the insurance experts, so they don’t have to be.

Joining our team means embracing a fast-moving environment driven by innovation, collaboration, and constant progress. We learn quickly, iterate often, and celebrate wins together. If you're passionate about driving change and eager to impact the real estate and insurance market, Obie is the place for you.

Our Chicago based employees are hybrid, and expected to be in office on Tuesdays and Thursdays.

While Obie does offer fully remote opportunities for those outside of Chicagoland, we are only currently hiring in the following states: AZ, DC, FL, GA, IL, IN, LA, MA, MI, MO, NH, NJ, NY, NC, OH, OR, PA, SC, SD, TN, TX, UT, WI

Brief Summary of Role

• We are seeking an experienced and detail-oriented Quality Control Agent to ensure the quality and effectiveness of customer interactions and service processes. This role focuses on evaluating customer interactions, auditing service quality, and driving continuous improvement within the insurance service team.
• As a Quality Control Agent, you will be instrumental in enhancing customer satisfaction, reducing complaints, and driving retention by analyzing performance, coaching agents, and developing quality standards.

What you'll Do

• Performance Evaluation
• • Conduct frequent evaluations of customer interactions across various channels (phone, email, Salesforce tasks)
  • Audit policies and procedures to assess compliance and identify areas for improvement
  • Provide constructive feedback through one-on-one coaching and team calibration sessions
• Data Analysis and Trends
• • Analyze agent and business performance metrics to identify patterns, trends, and opportunities for improvement
  • Develop action plans and solutions to enhance customer success initiatives
  • Produce monthly trend analysis memos for department leaders, including recommended solutions and next steps
• Quality Standards and Processes
• • Create, maintain, and update quality assurance documentation, including audit reports, SOPs, and training materials
  • Ensure consistent and high-quality service delivery by developing and enforcing quality standards and guidelines
• Collaboration and Communication
• • Maintain open communication with department leaders to discuss trends, opportunities, and recommended solutions
  • Collaborate with team members and leadership to align quality standards with organizational objectives
• Researching and Analyzing
• • Manage quality assurance processes, including documentation and monitoring schedules
  • Participate in monitoring sessions with department leaders to validate findings …