Quality Assurance Coordinator-Retirement

VOYA Financial Inc. • New York, NY

35d • Remote

About The Position

Together we fight for everyone's opportunity for a better financial future. We will do this together - with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage - Apply Now Profile Summary: Responsible for the overall quality initiative in the Call Center. Monitor all Call Center reps performance for consistency according to company guidelines and procedures. Please Note: Work location for this role is FLEXIBLE! This position allows 100% remote work from home if located near Jacksonville, FL or Windsor, CT. If located in New York City area this will be a hybrid-office/home role. You will report 5 days in-office during the first 6 months. Your hybrid-office/home schedule will be finalized with your manager. Our is office located at 22 Cortlandt Street, New York, NY.

Requirements

• Minimum 1-3 years business experience in a call center environment.
• Excellent written and oral communication skills
• Demonstrate strong interpersonal and organizational skills

Nice To Haves

• Bachelor's degree or equivalent work experience

Responsibilities

• Develop programs that measure and evaluate CSA performance and the organization's ability to meet the corporate and industry standards of excellence
• Monitor calls and provide feedback to Call Center managers and Call Center Rep in a timely and consistent manner
• Provide side by side coaching and/or one on one coaching sessions for all customer service representatives
• Responsible for continued development, measurement and constant improvement, regarding quality and individual metrics. Implement development plan for each representative to meet and exceed quality goals.
• Provide Call Center management with individual, team and overall performance evaluations
• Assist with design and implementation of other quality related initiatives .
• Act as liaison between Call Center and planning and marketing departments on matters related to the center's performance
• Assist the Training department to improve new employee and recurrent training curriculum
• Other duties as assigned.

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan - with generous company matching contributions (up to 6%)
• Voya Retirement Plan - employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time - 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Insurance Carriers and Related Activities
• Number of Employees: 251-500 employees