Aon · 2 days ago
Operations Specialist
Alpharetta, GA
Full-time
Onsite
Entry, Mid Level
$60K/yr - $70K/yr
2+ years expAon is looking for an Operations Specialist to empower results for clients by delivering innovative solutions within Aon’s Affinity business group. The role involves performing quality audits, providing feedback, and enhancing customer experiences through process improvements.
ConsultingProfessional ServicesRisk Management
Responsibilities
Performs daily quality audits for Analysts as required as it pertains to benefit adjudication, customer care 2nd tier resolution, outbound calls, on-line chat and email, all while ensuring to meet specific client SLAs/SOPs
Conducts audits and identifies coaching opportunities; provides feedback to the Analysts
Responsible for documenting and filing all coaching documentation and emails in a timely basis as outlined in SOPs
Communicate with the management team about Analysts who are not meeting standards
Perform surveillance of day-to-day customer transactions/processes. Identify opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process issues. Provide recommendations for policy and procedure changes that may enhance service productivity or the customer experience
Leads in the preparation of performance reporting to deliver in the monthly (or as assigned by client management) review calls with assigned clients. Leads in the preparation of performance reporting to deliver in the meetings
Identify performance trends and patterns and make appropriate training recommendations as well as recommendations for policy and procedure changes that may enhance service productivity
Leads in the annual audits with clients. Ensures all documentation of audits and coaching as required by assigned clients is completed on an on-going basis
Qualification
Required
2 + years of quality assurance experience, preferably in a contact center or insurance environment
Possesses good working knowledge of adult learning styles, theories, and methods
Excellent verbal and written communications skills
Must be comfortable with technology and able to fully utilize PC office products such as Word, Excel, Power Point, and Outlook
Ability to work independently and meet deadlines with strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and teamwork
Preferred
Bilingual in Spanish
BS/BA degree preferred
Benefits
401(k) savings plan with employer contributions
Employee stock purchase plan
Consideration for long-term incentive awards at Aon’s discretion
Medical, dental and vision insurance
Various types of leaves of absence
Paid time off, including 12 paid holidays throughout the calendar year
15 days of paid vacation per year
Paid sick leave as provided under state and local paid sick leave laws
Short-term disability and optional long-term disability
Health savings account
Health care and dependent care reimbursement accounts
Employee and dependent life insurance and supplemental life and AD&D insurance
Optional personal insurance policies
Adoption assistance
Tuition assistance
Commuter benefits
Employee assistance program that includes free counseling sessions
Company
Aon
Aon is a global provider of risk management, insurance and reinsurance brokerage, human resources solutions, and outsourcing services.
10001+ employees
H1B Sponsorship
Aon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (19)
2023 (13)
2022 (1)
2021 (21)
2020 (6)
Funding
Current Stage
Public CompanyTotal Funding
$1.94BKey Investors
Citibank NABerkshire Hathaway
2023-10-24Post Ipo Debt· $1B
2021-05-17Post Ipo Equity· $942.6M
1987-01-01IPO
Leadership Team
Alejandro Galizia
CEO Latin America, AON
Andy Marcell
CEO Global Solutions
Recent News
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2026-01-05
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2025-12-13
Company data provided by crunchbase