Quality Assurance (Hybrid)

NYCM Insurance • Village of Orchard Park, NY

2h • $41,560 - $64,649 • Hybrid

About The Position

The Quality Assurance position will support the quality assurance initiatives and standards of the customers’ experience through customer interaction evaluations and analysis. This position will coach customer facing team members on customer interactions based on scored interactions. The Quality Assurance also partners with leadership in developing training to improve in areas of opportunity to maintain a high level of service and customer satisfaction.

Requirements

• High school diploma or GED
• 2 years in customer service, insurance, or a related field

Nice To Haves

• Working knowledge of product line concepts, practices and procedures within claims, accounts, underwriting, distribution, and brand divisions.
• Good personal computer skills, including electronic mail, routine database activity, word processing, and Microsoft office.
• Ability to learn, understand a variety of computer applications used in the insurance industry and call centers.
• Good written, oral, and listening communication and strong interpersonal skills.
• Adaptability.
• Organizational, multi-tasking, attention to detail, and time management skills.
• Logical with critical thinking and problem-solving skills.
• Positive and professional attitude while working independently or in a team.

Responsibilities

• Score calls and coach customer facing team members to enhance our customers’ experiences through voice, chat, and other personal interactions.
• Assist with new hire training to ensure effective instruction of all concepts, procedures, and established standards.
• Assist with the development and implementation of training for new procedures, soft skills, refresher training and other training and development initiatives.
• Facilitate peer reviews and calibration sessions with customer facing team members and supervisors to ensure consistency in interaction management quality standards.
• Assist with special projects, new procedures and/or enhancements to existing procedures as needed.
• Track score card information for performance reviews.
• Clearly and accurately document all transactions and interactions in the company systems.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED