Customer Service Quality Analyst

Church Mutual Insurance Company, S.I.•Merrill, WI

11h•Hybrid

About The Position

As part of the Service team, this role is responsible for quality monitoring and tracking to aid in identifying customer service trends and evaluate the quality of service delivered. The analyst will use multiple research approaches to gather customer feedback information about Service team performance and customer service delivery. They will continuously collect and analyze data to inform and educate Service and organizational leaders about customer perceptions and patterns of change. The role also involves communicating ongoing training needs and resource improvement opportunities, identified through monitoring, to Service team leadership.

Requirements

Bachelor’s degree or equivalent experience is required.
Property and casualty insurance license required. Relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state requirements.
Minimum 4 years of experience in the Insurance Industry.
Minimum 4 years of experience in customer service.
Strong insurance industry, product, service, and process knowledge.
Must be a self-starter with the ability to work independently and in a team environment.
Creative, highly motivated, result oriented, responsive, and decision-oriented individual with emphasis on detail, organization, and quality.
Working knowledge of customer service procedures and practices.
Superior interpersonal and motivational skills.
Excellent written and verbal communications skills required.
Excellent multitasking and prioritization skills required.
Ability to learn and utilize technology and software from a variety of sources, including, but not limited to, a variety of Microsoft products.
Consistently demonstrates a positive, professional, and customer-oriented attitude.

Nice To Haves

Previous experience as Quality Analyst or Quality Auditor desired.
CISR designation desired.
Previous leadership and/or quality review experience desirable.
Comfortable leading, coaching, and mentoring.

Responsibilities

Monitors service agent phone calls and/or written correspondence and scores according to organizational guidelines.
Provides support to both management and staff as needed.
Provides coaching recommendations and support to the management team, skilled in coaching methods, and delivery in a respectful manner.
Maintains quality assurance scores in the appropriate quality assurance system.
Functions as a liaison between the customer and Service team operations, in regard to policy and procedure adherence.
Interacts with key personnel to assess operational performance and identify opportunities for improvement.
Discloses the impact of service quality initiatives and investments.
Offers performance-based data to reward excellent service delivery and correct poor service delivery.
Supports corporate projects and special initiatives.
Serves as a mentor and coach in a respectful manner for new team members during and directly following the training process.
Provides regular feedback on the performance of Service team members to the appropriate supervisor.
Participates in the review and maintenance of procedure manuals and large group training opportunities as requested.
Works collaboratively, in a team environment, to achieve corporate and team goals to enhance the customer experience.
Assists others in work processes to accomplish team workload expectations.
Remains current on company systems, forms, and procedures.
Continues to develop knowledge of the property and casualty industry, religions, religious organizations, senior living, camps, schools, nonprofits, and operations specific to Church Mutual's business niche.
Maintains confidentiality of the organization’s customers and data.
Actively participates in individual and team trainings, meetings, and collaboration sessions.
Suggests and participates in the development of improvements to drive effectiveness.
Actively participates in other projects as assigned by management.