Associate Quality Assurance Coordinator

9 hours ago

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Assurant

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specialty insurance • extended service products and related services • renters insurance • lender-placed homeowners insurance • flood insurance

10,000+

💰 Post-IPO Debt on 2023-02

Description

• 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. • Audit Evaluations — meet the percentage of accuracy guidelines for all evaluations received. • Issue Escalation—escalate customer issues (as needed) to the supervisor for resolution. • 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. • Regularly submits recommendations to improve documentation and processes. • Identify and submit recommendations for average handle time opportunities. • 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.

Requirements

• 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