FBS Quality Analyst - Contact Center

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

Evaluates business unit performance and quality of contact, processing and/or file handling. Consults with business unit to identify primary opportunities impacting quality and recommends course of action to correct unfavorable performance. Leads and executes all aspects of evaluations on a rotational basis, for specific and/or multiple locations. This also includes presentation of results and information to business partners and leaders.

Essential Job Functions

• Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts.
• Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey.
• Contributes to benchmark audits and targeted reviews.
• Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.
• Partners with leadership to identify targeted audit needs for individual sites or teams.
• Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
• Consults with business to identify top opportunities and recommends actions to improve work product and business results.
• Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.
• Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers.
• May serve as team audit lead on a rotational basis.
• Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits.
• Analyzes audit data and assembles audit summary reports for leadership distribution.
• Participates in audit closing conferences with leadership.
• Completes secondary reviews of peer audits to ensure internal consistency of work.
• Assists Compliance with targeted reviews.
• Trains new members and mentors potential successors. Performs other duties as assigned.

Requirements

• High school diploma or equivalent required. Bachelor’s degree preferred.
• 1-3 years of experience working in claims or contact center
• Prior Quality and Call Center experience
• Fluent English

Desirable:

• Experience in a Performance Coach or similar position preferred.
• Experience in a Supervisory position or team lead role preferred

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
3. Career development and training opportunities
4. Dynamic and inclusive work culture within a globally renowned group
5. Private Health Insurance
6. Pension Plan
7. Paid Time Off
8. Training & Development

Note: Benefits differ based on employee level .