Quality Assurance Manager
1 week ago
At Brightway Insurance, we are seeking a highly skilled Quality Assurance Manager to join our team. As a Quality Assurance Manager, you will play a critical role in ensuring that our Engagement Center delivers exceptional quality service to our customers.
Key Responsibilities:- Develop and implement quality calibration systems to ensure consistent delivery of service
- Validate processes and provide documentation to support quality management
- Develop and support training programs to ensure standards are met internally and externally
- Establish standards governing customer interactions and implement monitoring programs
- Work with all levels of the organization to provide backup and support
- 5+ years' experience in Customer experience / operations / contact center roles
- 3+ years' experience in customer service quality with an emphasis on coaching and measurement design
- 2+ years' experience in consumer / commercial Insurance operations
- 2+ years customer experience data analysis / reporting
- Prior leadership roles in Insurance Service Centers and/or high-volume Back Office Processing and workload management strongly preferred
- Possess a comprehensive understanding of service quality design components, measurement systems, and coaching abilities
- Exceptional communication skills, with the ability to convey complex ideas clearly and concisely
- Ability to learn Brightway systems and procedures quickly
- Demonstrated ability to be flexible and work in a fast-paced, entrepreneurial environment
Brightway Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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