Copy of Quality Assurance Analyst

Texas Shield•Houston, TX

78d

About The Position

The Quality Assurance Analyst is expected to coach and build contact center professionals to provide world-class customer service experiences to our members. This development of contact center representatives will ensure that we can provide easy and simple customer service, establishing deeply loyal relationships between our members and customers, and our business. The QA Analyst engages in productive teamwork and is experienced in providing constructive feedback to team members and peers, handling varying workloads, and helping establish strong teams. In this role you will own tasks from start to finish, as well as find ways to constantly improve yourself and others. In addition, you will look for ways to improve efficiency, understand how to build a rapport with customers and team members, and are comfortable explaining our Legal Defense for Self-Defense program. As the primary point of review for our customer service teams, this position is responsible for helping us provide an unforgettable customer experience via inbound and outbound phone, email, chat, and social media channels.

Requirements

1 year of experience as a Quality Assurance Analyst in a contact center environment required (2+ years of experience preferred)
Background in contact center roles, responsibilities, and operational execution
Exceptional organization and time management skills
Ability to maintain close attention to detail and accuracy
Experience building rapport and offering individualized coaching tips to various personality types
Familiarity with contact center service and selling techniques
Proficient computer skills with the ability to learn new software
Possess a current Property and Casualty Insurance License or can attain one
Tracking and documentation of Community Care Center representative activities
Reporting on results and performance of representatives to contact center leadership
Coaching and development of contact center representatives to improve member and customer experience

Responsibilities

Listen to phone calls and review email, chat, and social media messaging (English) to ensure advisors are providing accurate information and building deeply loyal relationships between members and the brand
Provide positive, constructive coaching and feedback that strengthens the advisor’s abilities to explain products and services in both recorded and real-time environments
Score and review advisor performance on both relationship-building and process execution
Provide differentiated feedback for various advisor groups, such as retention, acquisition, and service
Establish and keep professional development plans and schedules
Coach, mentor, and train teammates
Inform advisors and leadership on necessary recursive training based on observations
Create and contribute to a climate of teamwork and mission-focused task execution
Demonstrate the values of U.S. LawShield
Perform other related duties as assigned

Benefits

Insurance options include medical, dental, vision, disability, and life
401k available on day 1
PTO beginning at 15 days per year and accruing with additional tenure
12 Paid Holidays
Complimentary U.S. LawShield membership
Employee Assistance Program (EAP) with travel protection, counseling, and medical bill-saver program
A laptop to be used for all work-related business
Top performers are considered for advancement opportunities
Yearly travel opportunities for our company-wide meetings if not based in Houston
Join the nation’s largest legal defense for self-defense organization