Quality Assurance Administrator (Hybrid)

NYCM Insurance•Town of Edmeston, NY

17h•Hybrid

About The Position

The Quality Assurance Administrator (Hybrid) will monitor and assess interactions between agency services and agency technical support with company agents. They will assist with process development, identification and development of training methods, plan and coordinate training events, professional staff development, and monthly KPI development related to quality assurance and review project requests. In addition, act as a liaison between agency services and technical support with application development and project management and conduct project regression testing.

Requirements

High School diploma
Prior experience in related service or technical insurance role

Nice To Haves

Good working computer skills and knowledge of company systems and applications and Microsoft Office.
Knowledge of the insurance industry and company processes in underwriting, claims, and accounts.
Working knowledge of all company affiliated agency facing products and systems.
Strong analytical skills.
Strong documentation and organizational skills.
Customer service oriented with proactive approach to problem solving.
Strong oral, listening, and written communications skills.
Strong interpersonal skills.
Professional approach to independent or team work and change.

Responsibilities

Perform monitoring of all interaction types between customers including calls, web chat, email, and face to face interactions.
Conduct reviews and coaching sessions with staff in one on one or group settings.
Review and make recommendations for improvements to the QA process.
Assist in creation and maintenance of system for reviews with employees.
Assist in creation and maintenance of employee training and development as it pertains to quality and customer experience.
Attend monitoring and coaching seminars and make use of content to improve Quality Assurance program.
Attend customer experience division coaching meetings for company consistency.
Assist with development of KPI’s.
Assist with review of project requests for accuracy and make recommendations.
Assist in review and testing of Application Development and Project Management projects.
Complete assessments and scorecards of interactions for defined percentage of all interactions.
Track monthly KPI’s.
Establish and maintain good relationships within all divisional teams.
Attend monitoring and coaching seminars for improve quality assurance program.
Other duties as assigned.