PL Quality Assurance Analyst

Jewelers Mutual • Neenah, WI

13h

About The Position

The Quality Assurance Analyst monitors and analyzes the interactions between the contact center agents and customers to ensure agents are performing to standards. The Quality Assurance Analyst provides feedback to supervisors, managers, and agents regarding the agent performance. The Quality Assurance Analyst works with our training staff to identify training and coaching trends that may need to be addressed. This position is also key in recognizing any and technology implementations that may be necessary to enhance the customer experience. Why Jewelers Mutual: Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation. As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence. We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people. Here, you’ll: Move fast and embrace change Always look for better ways Grow, thrive, and help shape what’s next Join us and be part of a culture where you can make an impact while building your future.

Requirements

• Bachelor's degree (B. A.) from four-year College or university preferred.
• A combination of a minimum of two years of insurance experience, contact center experience and/or quality assurance experience is preferred.
• Proficiency in Microsoft suite applications including Word, Excel, Outlook, and PowerPoint.
• Must be capable of becoming proficient in the Guidewire product suite.
• A commitment to ongoing education and professional development is required.
• Excellent oral, written, and interpersonal communication skills are required.
• A successful individual must work well in a team environment and have a dedication and passion to provide exceptional customer experiences.
• Property/Casualty Insurance Agents License from the state of Wisconsin OR ability to obtain within 4 months.
• Continuing education as required to maintain license.
• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.

Nice To Haves

• Jewelry experience is a plus.

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management team.
• Use quality monitoring data management system to compile and track performance at team and individual levels.
• Analyzes email customer contacts.
• Participates in customer listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilities call calibrations sessions for contact center staff.
• Prepares and analyzes internal and external quality reports for management staff review.

Benefits

• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
• Collaborative Culture : Work alongside talented, passionate peers who value ownership and continuous learning.
• Community & Giving : Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
• Great Place to Work® Certified : Join a team recognized for an environment of innovation and growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees