Asurion · 18 hours ago
Quality & Insights Analyst
United States
Full-time
Remote
New Grad, Entry Level
0+ years expAsurion is a leading provider of technology protection services, and they are seeking a Quality & Insights Analyst. The role involves reviewing Expert calls and assessing the quality of processes and customer experiences, as well as analyzing data to ensure the quality of AI & Machine Learning model outputs.
ElectronicsInsuranceInsurTechMobile
Responsibilities
Conduct call/interaction monitoring evaluations on Expert’s calls using current Quality program guidelines
Review data and interactions to support the ongoing maintenance of AI-driven tools
Conduct thorough and accurate audits of machine and expert performance to identify trends and needed enhancements
Create appropriate documents that provide traceability for others to determine readiness, work-around processes, and modifications needed in toolsets
Communicate and document any known issues or risks and escalate to leadership as appropriate
Present results in a clear, concise, and compelling manner
Maintain a customer-focused mindset to ensure our work meets the needs of our Experts, external customers, and the business
Conduct an audit of the auditor evaluation, which rates the initial auditor’s adherence to the Quality program standards
Evaluate a minimum number of interactions daily, based on set standards for interaction type
Research escalated customer complaints and provide readouts to Operations or Client Services
Adhere to Expert and customer privacy expectations
Attend relevant new hire training classes to inform Experts of the Quality process
Contribute to quality scorecard evaluations used in monthly, quarterly, and annual performance reviews
Interface closely with Quality Manager and Quality Coach to champion required projects to successful completion
Participate in weekly calibration sessions and relevant trainings to stay informed of any client changes
Host listening sessions with Quality, Operations, or Client Services
Provide readouts on Quality performance per Line of Business (LOB)
Support additional work efforts for other departments, including phone time, detractor callbacks, and special projects to understand the voice of the customer
Perform other duties and special projects as assigned
Qualification
Required
6 months+ hands-on experience in a technical contact center environment
High-energy and a desire to work in a results-oriented, fast-growth environment
Superior quantitative skills, analytical skills, and a passion for achieving practical business and customer impact
Ability to effectively prioritize tasks to meet deadlines
Must have prior call center and customer service experience
Demonstrated ability to consistently achieve all performance metrics, including overall call performance, issue resolution, quality, and compliance
Proven track record of good attendance and ability to consistently maintain attendance percentage at or below expectation
Must currently be in good standing, including meeting or exceeding goals with no current disciplinary action and/or performance improvement plans on file
Possesses working knowledge of Microsoft Windows, Apple OSX, Android, iOS, Windows Phone, BlackBerry OS, and Microsoft Office
Excellent verbal and written communication skills, along with the ability to interact with internal and external parties at various levels within the organization
Intermediate to advanced typing skills required
Experienced in various systems as required. May include QFiniti, PowerBI, Microsoft Flow, SQL Studio, Twilio Flex
Proficient in Microsoft Office Suite; expert skill level in Excel, PowerPoint, PowerBI
Preferred
Strong understanding of Generative AI technologies and their applications
Bachelor's degree in business or a related field
Bilingual (English/Spanish or English/French)
Company
Asurion
Asurion is an electronics company that provides protection, repair, and installation.
10001+ employees
H1B Sponsorship
Asurion 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 (97)
2024 (102)
2023 (78)
2022 (154)
2021 (139)
2020 (109)
Funding
Current Stage
Late StageTotal Funding
unknown2018-08-10Undisclosed
1995-01-01Acquired
Leadership Team
Tomer Dvir
SVP Product
Jonah Bloom
VP Consumer Marketing/Chief Creative Officer
Recent News
Company data provided by crunchbase