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Quality Monitor
4 weeks ago
Quality Monitor - Hybrid
Primary Duties & Responsibilities
The GCCS Quality Monitor (QM) is responsible for the monitoring, training, and assisting in development of all new GCCS Agents and will provide feedback for continuing education to current agents. Utilizing auditing techniques, the QM will monitor and report the effectiveness of employee training to ensure that all Agents are properly equipped with the knowledge and tools that are necessary for their success. The QM must keep abreast of all new additions to our programs and changes within the company and/or department to aid in keeping the Agents up-to-date on all relevant information.
Primary Duties & Responsibilities
- Assist in the creation and maintenance of all auditing processes for the QM Team and GCCS Agents.
- Audit live and pre-recorded phone calls to identify training opportunities.
- Meet with managers and supervisors regularly to aid in pinpointing areas of training needs and opportunities.
- Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies.
- Assist in the creation and maintenance of all training materials for the GCCS Agents.
- Assist in conducting in-depth training for employees in their orientation period as well as continuing education for current employees.
- Conduct group and one-on-one coaching sessions as needed.
- Participate in user testing of all new application systems before implementation in the GCCS environment.
- May assist with taking/making calls as needed based on departmental call volumes
Required Skills
- Must be familiar with the brands within the Globe Life And Accident Companies
- Excellent oral and written communication skills with the ability to write clear and concise instructions and complete routine reports and correspondence
- Excellent organizational skills
- Proficient in MS Office and PC skills
- Strong knowledge of the technical platforms the GCCS Agents utilizes
- Ability to speak effectively before groups of employees
- Must have the ability to give honest and productive feedback.
- Able to function independently in a multi-task environment, as well as part of a team
- Strong planning and organizational skills
- Proven presentation/facilitation skills
Applicable to all employees of Globe Life & Accident and its subsidiaries:
• Reliable and predictable attendance of your assigned shift
• Ability to work full time and/or part time based on the position specifications.
Required Knowledge & Experience
- High school diploma or equivalent.
- 2+ years of prior GCCS experience and/or combination of experience and education
- Prior customer service experience
- Prior experience in an insurance setting a plus
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