Customer Service QA Trainer/Auditor
About The Position
Forrest T. Jones & Company, Inc. (FTJ) provides insurance-related services, including life and health insurance plans, financial services, and customized insurance products. The Customer Service QA Trainer/Auditor provides training, assists with audits, and ensures standards and procedures are consistently followed. The role reviews monthly calls taken by Customer Service Representatives, grades performance against key performance indicators, and uses the results to identify training needs and improve unit performance. The position also analyzes training needs, assesses current skill levels, and identifies strategies to meet goals. The role reviews customer service correspondence and tasks for accuracy and service-level compliance, supports internal company audits, provides onboarding training, and develops and maintains customer service training and procedures across multiple systems. The position requires knowledge of company policies and products, the ability to interpret policy provisions, effective communication, and independent work with limited supervision.
Requirements
- Five years of experience in the insurance industry.
- College degree.
- Excellent interpersonal, oral, analytical, facilitation, and written communication skills.
- Proficient organizational skills.
- Proficient in Windows-based PC applications.
- Thorough knowledge of company policies and products, including the ability to interpret policy provisions.
Responsibilities
- Audit Customer Service staff telephone calls to verify that correct information was provided to customers.
- Provide monthly feedback and performance grades to the Customer Service Manager.
- Perform quality assurance reviews of tasks such as change-of-beneficiary forms and customer correspondence to verify accuracy and SLA compliance.
- Recommend and potentially provide additional training to improve performance.
- Provide onboarding training for new hires.
- Develop and maintain Customer Service training and procedures across multiple systems.
- Identify training gaps, develop solutions, and implement appropriate actions.
- Recommend workflow changes to improve overall quality when necessary.
- Serve as a liaison on internal company audits, coordinate with administration to obtain audit materials, and assist the team lead with follow-up inquiries regarding received documents.
- Meet deadlines and work independently with limited supervision.
- Communicate effectively with internal and external staff.
- Apply knowledge of company policies and products and interpret policy provisions.
Benefits
- Company-paid medical insurance
- Company-paid short-term disability insurance
- Company-paid long-term disability insurance
- Company-paid life insurance
- Voluntary dental insurance
- Voluntary vision insurance
- Voluntary life and AD&D insurance
- 401(k) with company matching
- Generous paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
