Associate Quality Assurance Coordinator
About The Position
The Associate Quality Assurance Coordinator is a key position in Assurant’s growing Miami office. The role identifies training and development needs for Customer Service call center representatives and helps improve customer service quality in a fast-paced, changing, metric-driven environment. It involves reviewing quality performance, identifying causes of errors, developing resources and action plans, and collaborating with Training and Call Center Management to improve individual and department results. The position is hybrid, with two days per week based in the Miami office.
Requirements
- High school diploma or GED.
- At least 2 years of experience in quality assurance or quality monitoring responsibilities.
Nice To Haves
- Intermediate Microsoft Office skills, including Excel, Word, and PowerPoint.
- Ability to quickly build rapport with clients and/or customers over the phone in a professional and friendly manner.
- Ability to work in a fast-paced, metric-driven environment, multitask proficiently, and navigate a Windows environment.
- Strong analytical skills.
- Bilingual English/Spanish.
Responsibilities
- Identify quality assurance deficiencies through root cause analysis.
- Partner with Training and Management to develop programs that reduce errors and improve individual and department results.
- Develop tools, resources, and job aids to improve individual and overall results.
- Balance priorities to meet deadlines and key target expectations.
- Provide statistical data and identify patterns in top errors by client, product or benefit, and department or team.
- Develop action plans to target deficiencies and improve results.
- Work with a variety of skill sets, personalities, and working styles.
- Work with the Call Center Management team to improve associate and department QA scores.
- Attend internal and external client calibration sessions for Customer Care and provide feedback.
- Complete weekly and monthly side-by-side and silent monitoring based on established KPIs.
- Maintain positive, productive, and effective relationships with peers, management, and call center employees.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
