Shelter Insurance Companies · 7 hours ago
Quality Assurance & Training Coordinator- Customer Services
Henderson, NV
Full-time
Onsite
Entry, Mid Level
$23.19/hr - $23.19/hr
1+ years expShelter Insurance Companies is dedicated to serving its customers and is seeking a Quality Assurance & Training Coordinator for its Customer Services team. The role involves designing and maintaining the Quality Assurance and Training Program, auditing customer service skills, and training employees to ensure high levels of accuracy and customer satisfaction.
Auto 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
Thorough knowledge of company product information, processes and procedures
Proven track record of adherence in these areas
Ability to obtain and maintain a P&C producer's license
Thorough knowledge of CSR competencies and associated proficiency levels
Excellent verbal and written communication skills
Demonstrated ability to provide clear, concise, and tactful constructive feedback
Ability to 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
Ability to foster a positive and productive work environment
Ability to develop interactive learning solutions and capture an audience
Ability to motivate agents during training
Ability to prioritize workload and work effectively and accurately in a fast-paced, high-pressure, team environment
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
Knowledge of 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