THIS HIGHLY PRESTIGIOUS, GLOBAL FINANCIAL/PENSION ORGANIZATION IS ADDING TO STAFF AND IS SEEKING A TEMP TO PERM QUALITY ASSURANCE SPECIALIST in their CLIENT SERVICES DEPT. This company is adding, adding and adding. They have been rated as 1 of the best to work for. REMOTE UNTIL FURTHER NOTICE.
This position reports to the Vice President of Operational Training and Quality Assurance. This role
will be responsible for assessing, coaching, and implementing quality standards for inbound/outbound
calls and processing service requests for our Client Service Team. This role will also establish
guidelines governing customer interactions and overseeing monitoring programs such as targeted
audits, peer-to-peer reviews, quality assurance reviews, etc.
This individual will display a true commitment to our clients by building partnerships and business
acumen to influence world-class customer service, while maintaining a commitment to educate the
team on tools to provide an effortless experience with every interaction.
Combination of knowledge of Medical, Pension and Life Insurance products preferred.
Advanced knowledge of Microsoft Word, PowerPoint and Excel.
5+ years experience in Quality Assurance
Excellent written, verbal, and presentation skills
Operational and call center background a plus
EDUCATION and/or EXPERIENCE
BA\BS or combination of education and experience
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be
Perform quality reviews; monitors inbound and/or outbound calls and service requests to
analyze and evaluate customer service skills against established quality metrics, including but
not limited, to call process measurements, the accuracy of the information, effective call management,
and demonstrated professionalism
Conduct targeted audits and peer-to-peer reviews on specific processes to ensure quality
expectations are consistently being met
Rate calls and processes according to pre-defined criteria, and record results for reporting
Documents quality issues and performance measures for management review; analyze results
and recurring trends; provides feedback to management concerning these findings.
Communicate outcomes of QA audits to managers and leads, and clearly recommend
individual coaching opportunities for staff
Provide monthly quality reports to senior management
Assist the training team with ongoing training for staff with regards to identified areas of
improvement, system software usage, and other items that could influence audit quality
Balance and prioritize multiple projects
Work well individually and in a team environment
Demonstrate creativity and innovation while solving problems
IMMEDIATE HIRE. FULL BENEFITS 100% PAID FOR. GREAT CULTURE. HAS THE HIGHEST REGARD AND SAFETY FOR THEIR EMPLOYEES