Quality Assurance Specialist
1 week ago
We are seeking a highly skilled Quality Assurance Associate to join our team at Assurant. As a Quality Assurance Associate, you will play a critical role in ensuring the quality of our customer service operations.
Key Responsibilities- Quality Assurance: Identify and analyze quality assurance deficiencies through root cause analysis and develop action plans to improve results.
- Collaboration: Partner with Training and Management to identify programs that reduce errors and improve results, and collaborate with the Call Center Management team to enhance overall QA scores.
- Process Improvement: Develop tools, resources, and job aids to improve individual and overall performance, and balance priorities to achieve deadlines and key targets.
- Reporting and Analysis: Provide statistical data and patterns of top errors by client, product/benefit, and department, and maintain positive relationships with peers, management, and call center employees.
- Education: High school diploma or GED.
- Experience: 2 years related experience in quality assurance.
- Location: Must be able to work onsite in our office.
- Technical Skills: Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint).
- Communication Skills: Ability to develop rapport with clients/customers and work in a fast-paced, metric-driven environment.
- Language Skills: Bi-lingual (English/Spanish).
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