Voya Financial · 1 day ago
Quality Assurance Coordinator-Retirement
Buffalo-Niagara Area
Full-time
Hybrid
Entry, Mid Level
$51K/yr - $64K/yr
1+ years expVoya Financial is committed to providing opportunities for a better financial future. The Quality Assurance Coordinator will be responsible for overseeing the quality initiatives in the Call Center, monitoring performance, providing coaching, and assisting with training and quality-related initiatives.
Financial Services
Responsibilities
Develop programs that measure and evaluate CSA performance and the organization's ability to meet the corporate and industry standards of excellence
Monitor calls and provide feedback to Call Center managers and Call Center Rep in a timely and consistent manner
Provide side by side coaching and/or one on one coaching sessions for all customer service representatives
Responsible for continued development, measurement and constant improvement, regarding quality and individual metrics. Implement development plan for each representative to meet and exceed quality goals
Provide Call Center management with individual, team and overall performance evaluations
Assist with design and implementation of other quality related initiatives
Act as liaison between Call Center and planning and marketing departments on matters related to the center's performance
Assist the Training department to improve new employee and recurrent training curriculum
Other duties as assigned
Qualification
Required
Minimum 1-3 years business experience in a call center environment
Excellent written and oral communication skills
Demonstrate strong interpersonal and organizational skills
Preferred
Bachelor's degree or equivalent work experience
Benefits
Health, dental, vision and life insurance plans
401(k) Savings plan – with generous company matching contributions (up to 6%)
Voya Retirement Plan – employer paid cash balance retirement plan (4%)
Tuition reimbursement up to $5,250/year
Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
Paid volunteer time — 40 hours per calendar year
Company
Voya Financial
Voya Financial is a financial services company that specializes in the fields of retirement, investments, and insurance.
5001-10000 employees
H1B Sponsorship
Voya Financial 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 (1)
2024 (4)
2023 (2)
2022 (1)
2021 (5)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2018-06-01Acquired
2013-05-02IPO
Leadership Team
Heather Lavallee
Chief Executive Officer
Michael Katz
Executive Vice President, Chief Financial Officer
Recent News
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2025-12-24
2025-12-10
2025-12-09
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