Assurant · 9 hours ago

Associate Quality Assurance Coordinator

United States

Full-time

Remote

Entry Level

$18.23/hr - $29.17/hr

3+ years exp

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Responsibilities

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.

Calibrations - 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

Documentation—regularly submits recommendations to improve documentation and processes. Be especially on the lookout for inconsistencies, errors, etc.

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.

Qualification

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Quality assurance experienceQA systemsMicrosoft OfficeBilingual EnglishBilingual SpanishFinancial services experience