Quality Assurance & Training Coordinator - Customer Services

Shelter Mutual Insurance Company•Columbia, MO

About The Position

The Quality Assurance & Training Coordinator audits and assesses customer service skills and procedural adherence among new and existing customer service representatives and customer account representatives. This includes evaluating recorded and live calls, providing written feedback, and conducting one-on-one coaching to support accuracy and high-quality customer service. The coordinator designs and maintains the Quality Assurance program, tracks results, analyzes trends, identifies root causes of performance gaps, and reports findings and recommendations to management. The role also works closely with Customer Service Trainers to create, update, and deliver department training.

Requirements

Demonstrate and maintain strong expertise in the CSR role, including thorough knowledge of company products, processes, procedures, CSR competencies, and associated proficiency levels.
Maintain a proven track record of adherence to company product information, processes, and procedures.
Ability to obtain and maintain a P&C producer's license.
Excellent verbal and written communication skills, including the ability to provide clear, concise, tactful constructive feedback, establish rapport, present information, and respond to questions from policyholders, employees, and management.
Ability to prioritize workload and work effectively and accurately in a fast-paced, high-pressure team environment while meeting or exceeding monthly quotas.
Analytical, motivated, detail-oriented, results-driven, and highly organized, with strong leadership qualities.
Strong active listening skills, including attention to detail, patience, and objectivity.
Sound judgment and decision-making skills to lead quality calibration sessions.
Intermediate computer skills and demonstrated adaptability to new programs and systems.
Ability to perform the essential functions of the job, with or without reasonable accommodation.

Nice To Haves

One to two years of related call center and/or customer service experience, demonstrating leadership abilities and working knowledge of the insurance industry, Shelter's operations, and procedures.

Responsibilities

Audit and assess the customer service skills and procedural adherence of new and existing CSRs/CARs.
Evaluate recorded and live calls.
Provide written feedback and conduct one-on-one coaching sessions.
Design and maintain the Quality Assurance program.
Track results, analyze trends, diagnose root-cause gaps, and report results and recommendations to management.
Work with Customer Service Trainers to create, update, and conduct department training.
Lead quality calibration sessions.