- Identify QA deficiencies through root cause analysis.
- Collaborate with Training and Management to pinpoint programs that reduce errors and enhance individual and departmental performance.
- Create tools, resources, and job aids to enhance individual and overall outcomes.
- Prioritize effectively to meet deadlines and key targets.
- Offer statistical data and identify patterns of main errors by client, product/benefit, and department/team.
- Create action plans to address deficiencies and elevate results.
- Demonstrate the ability to work with various skill sets, personalities, and work styles.
- Work closely with the Call Center Management team to boost overall associate and department QA scores.
- Participate in and provide feedback during internal/external client calibration sessions for Customer Care.
- Conduct weekly/monthly side by side & silent monitoring based on established KPI's.
- Foster positive, productive, and efficient relationships with colleagues, management, and call center staff.
- High school diploma or GED.
- Minimum of 2 years of relevant quality assurance experience in any industry.
- This position is on-site at our Miami office.
- Intermediate proficiency in Microsoft Office (Excel, Word, and PowerPoint).
- Ability to build rapport quickly with clients and/or customers over the phone in a professional and friendly manner.
- Capacity to work in a fast-paced, metric-driven environment with strong multitasking skills and proficiency in a Windows environment.
- Excellent analytical skills.
- Fluency in English and Spanish.
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Associate Quality Assurance Coordinator - Miami, United States - Assurant
Description
The Associate Quality Assurance Coordinator plays a crucial role in our expanding Miami office. As an Associate Quality Assurance Coordinator, you'll be a problem solver who enjoys overcoming challenges and can think quickly on their feet. You should excel in a dynamic environment, identifying training needs for our Customer Service call center representatives. Your passion for customer service will drive you to actively listen, solve issues, provide answers, and seek resolutions.
$29.17 per hour
Our pay range takes into account various compensation factors, such as candidate background, experience, and work location, while also allowing for salary growth within the role.
Application deadline:
04/29/2024
If this date is not specified, this is an ongoing pipeline requisition, and we will continue to accept applications.
Engage with us. Bring forth your top-notch work and most innovative ideas. We provide an environment where you can truly blossom. For more information, visit our website.
For U.S. benefit details, visit our website. For international benefit information, please consult your recruiter.
Our exceptional culture is a significant factor in why skilled individuals choose Assurant. With recognition as a Best/Great Place to Work in multiple countries and honored with Fortune America's Most Innovative Companies accolade in 2023, we attract top talent globally. Despite our diverse skills and backgrounds, we share distinctive qualities that define the Assurant culture. A dedication to service. An aptitude for practical innovation. And a readiness to take calculated risks. We refer to our culture as The Assurant Way.
Assurant is a prominent global business services firm that supports, safeguards, and connects major consumer acquisitions. As a Fortune 500 company with operations in 21 countries, Assurant contributes to the evolution of the interconnected world by collaborating with leading brands worldwide to develop inventive solutions and provide an enhanced customer experience through mobile device services, extended service agreements, vehicle protection programs, renters insurance, lender-placed insurance offerings, and other specialized products.
Assurant is an Equal Employment Opportunity employer that does not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.
