Shelter Insurance Companies · 6 days ago
Quality Assurance & Training Coordinator- Customer Services
Henderson NV Call Center 1671 West Horizon Ridge Parkway
Full-time
Onsite
Entry, Mid Level
$23.19/hr - $23.19/hr
1+ years expShelter Insurance Companies is a prominent organization in the insurance industry, and they are seeking a Quality Assurance & Training Coordinator for their Customer Services department. The role involves designing and maintaining the Quality Assurance and Training Program for the call center, auditing customer service skills, and conducting training sessions for employees.
Property & Casualty InsuranceAuto InsuranceInsuranceService Industry
Responsibilities
Design and maintain the Quality Assurance and Training Program for the call center
Responsible for auditing and assessing the customer service skills and procedural adherence of new and existing Customer Services employees through evaluating recorded and live calls, providing written feedback and conducting one-on-one coaching sessions with employees in order to facilitate a high level of accuracy and customer service
Train all new and existing Customer Service employees by presenting training in a way that engages and motivates employees and works closely with management, and other departments to ensure training curriculum is up-to-date and effective
Qualification
Required
Must demonstrate and maintain advanced expertise in the CSR role. This includes having a thorough knowledge of company product information, processes and procedures, a proven track record of adherence in these areas, ability to obtain and maintain a P&C producer's license, and a thorough knowledge of CSR competencies and associated proficiency levels
Excellent verbal and written communication skills with demonstrated ability to provide clear, concise, and tactful constructive feedback, conduct effective coaching sessions, effectively establish rapport, present information, and respond to questions from policyholders, employees, and management
Proven leadership, teaching/facilitation, and creative problem-solving skills to foster a positive and productive work environment, develop interactive learning solutions, capture an audience, and motivate agents during training
Ability to prioritize workload and work effectively and accurately in a fast-paced, high-pressure, team environment meeting or exceeding monthly quotas
Strong active listening skills, particularly attention to detail, patience, and objectivity
Intermediate level computer skills required with proven adaptability to new programs and systems
Sound judgement and decision-making skills required to lead quality calibration sessions
Ability to perform the essential functions of the position, with or without reasonable accommodation
Preferred
1-2 years related call center experience and/or customer service experience, demonstrating leadership abilities, working knowledge of insurance industry, and Shelter's operations and procedures
Benefits
Health, Dental, Voluntary Vision and Prescription Drug Insurance
Savings and Profit Sharing 401(k)
Paid Time Off for Sick and Personal Leave, Vacation and Holidays
Vitality Wellness Program
"Dress for Your Day" Dress Code
Flexible Scheduling
And much more!
Company
Shelter Insurance Companies
Shelter Insurance® is a property casualty insurance company offering auto and home insurance in addition to several other insurance products, including: Life Insurance Renters Insurance Motorcycle Insurance RV Insurance ATV Insurance Boat Insurance Umbrella Insurance Personal Articles/Inland Marine Insurance Farm Insurance Business Insurance Shelter Insurance® products are sold by agents in 14 states— Arkansas, Colorado, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, Nebraska, Ohio, Oklahoma and Tennessee.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Matt Moore
President and Chief Operating Officer
Recent News
2025-05-07
EIN Presswire
2025-04-29
Company data provided by crunchbase