Quality Specialist II

Aon Corporation • Alpharetta, GA

2d • $50,000 - $65,000 • Hybrid

About The Position

Aon is looking for a Quality Specialist II (Hybrid in Alpharett, GA office)
As part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of our Aon’s Affinity business group within Aon Risk Solutions, in Alpharetta, GA. This position will be Hybrid with 3 days in the office. As a Quality Specialist, you will report to the Operational Excellence Manager.
Aon is in the business of better decisions
At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.
As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

Requirements

• 2 + years of quality assurance experience, preferably in a contact center or insurance environment
• Ability to provide direct feedback and one-on-one coaching
• Possesses good working knowledge of adult learning styles, theories, and methods
• Excellent verbal and written communications skills
• Must be comfortable with technology and able to fully utilize PC office products such as Word, Excel, Power Point, and Outlook
• Ability to work independently and meet deadlines with strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and teamwork
• Bilingual in Spanish is required

Responsibilities

• Performs daily quality audits for Analysts as required as it pertains to benefit adjudication, customer care 2nd tier resolution, outbound calls, on-line chat and email, all while ensuring to meet specific client SLAs/SOPs.
• Conducts audits and identifies coaching opportunities; provides feedback to the Analysts.
• Responsible for documenting and filing all coaching documentation and emails in a timely basis as outlined in SOPs.
• Communicate with the management team about Analysts who are not meeting standards.
• Perform surveillance of day-to-day customer transactions/processes. Identify opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process issues. Maintain job aids for day-to-day surveillance processes. Provide recommendations for policy and procedure changes that may enhance service productivity or the customer experience.
• Leads weekly Performance Meetings with clients on your topic.
• Leads in the preparation of performance reporting to deliver in the monthly (or as assigned by client management) review calls with assigned clients. Leads in the preparation of performance reporting to deliver in the meetings.
• Identify performance trends and patterns and make appropriate training recommendations as well as recommendations for policy and procedure changes that may enhance service productivity.
• Leads in the annual audits with clients. There is a large amount of preparation and review for these annual audits. Ensures all documentation of audits and coaching as required by assigned clients is completed on an on-going basis.

Benefits

• Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon’s discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed