Operations Quality Assurance Analyst

November 26, 2024

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Genworth

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1871

⚕️ Healthcare Insurance

💸 Finance

🧘 Wellness

💰 Post-IPO Debt on 2018-03

Description

• Monitor inbound and outbound calls to provide feedback regarding telephone etiquette, product information given and procedures. • Provide training and development for contact center staff through continual review, feedback, and on-the-job development. • Provide and assist with new Call Quality training, job shadowing, feedback, and on-the-job development. • Review recorded calls to evaluate the contact center staff skills in dealing with customers and accuracy and effectiveness of information or advice provided to customers. • Work with Team Managers to help development plans to improve call quality when needed. • Provide data for development of training and problem resolution. • Participate on projects as assigned. • Conduct mock call training for new associates after they complete classroom training. • Deliver side-by-side and listening feedback sessions with associates as needed. • Pull reports to identify trends, training opportunities, and process updates.

Requirements

• Higher education (AA or bachelor’s degree) and/or longstanding experience in multiple transaction roles at Genworth • Must have in-depth knowledge of LTC products, policies, and procedures (minimum of 2 years’ experience or minimum 1 year of LTC experience with 1 year of QA experience) • Ability to self-motivate and prioritize assigned case load independently • Ability to maintain confidentiality of customer and employee information • Excellent team player with the flexibility to work in a changing environment • Ability to recognize patterns/trends and recommend improvements to drive positive change • Demonstrated ability to give and receive feedback in a positive, professional manner • Excellent oral, written, interpersonal and presentation skills • Demonstrated ability to build rapport with business partners/stakeholders • Results oriented, ability to meet and exceed objectives and handle multiple deadlines and priorities

Benefits

• Competitive Compensation & Total Rewards Incentives • Comprehensive Healthcare Coverage • Multiple 401(k) Savings Plan Options • Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) • Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave • Disability, Life, and Long-Term Care Insurance • Tuition Reimbursement, Student Loan Repayment and Training & Certification Support • Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) • Caregiver and Mental Health Support Services