Quality Assurance Supervisor

2 weeks ago

Fremont, Michigan, United States Western & Southern Life Full time

Overview:

Oversee a team of associates dedicated to delivering coaching, feedback, and guidance through new hire onboarding and call escalations, supporting contact center representatives across digital and telephonic platforms. This role is pivotal in proactively utilizing data gathered from these interactions. Conducts trend analysis to pinpoint efficiencies and enhance workflows that affect both customer and employee experiences. Regular interaction with Senior Leadership in Contact Center and Operations is essential to present opportunities and recommendations that prioritize key initiatives for operational excellence. Responsible for managing sensitive legal matters affecting customers, requiring decisiveness and confidence in escalation protocols.

Key Responsibilities:

Optimization & Operational Excellence

  • Analyze and develop optimization strategies for processes aimed at enhancing operational efficiencies, quality, and service, ultimately improving customer and employee experiences while achieving operational excellence savings.
  • Conduct comprehensive analyses, utilizing data from various sources to identify trends, highlight areas for improvement, and propose solutions, delivering recommendations to multiple business units, including senior leadership.
  • Facilitate implementation by managing multiple projects and initiatives concurrently, collaborating with Senior Leadership in Contact Center and Operations to refine business processes.
  • Engage and coordinate with subject matter experts and cross-functional teams to gather insights and implement changes that drive key performance indicators, introducing new processes through documentation, tools, and training coordination to ensure adoption.

Customer Experience & Decision Quality

  • Serve as the primary liaison between the Contact Center, Legal/Compliance, and Operations departments, guiding appropriate call escalation processes and managing sensitive legal situations. Oversee fraud and complaint escalation procedures between the Contact Center and Legal.
  • Act as a subject matter expert for Leaders and Contact Center Agents, supervising the new associate nesting process, including internal training, materials, and mentoring practices.
  • Lead the Senior Quality team responsible for maintaining the quality of customer interactions and business processes between the Contact Center and other departments. Utilize data from various reporting channels to create, plan, and guide Senior Consultants in coaching Agents and Associates for enhanced performance and behaviors.
  • Foster a culture of wellness and continuous improvement, motivating the team to enhance personal and collective performance; demonstrate strong quality acumen and effectively drive and implement changes.
  • Perform other assigned duties as necessary.

Qualifications:

  • Highly detail-oriented with the ability to track and manage multiple data points.
  • Proven track record of delivering results through diverse teams and collaboration across various departments.
  • Demonstrated ability to manage change positively.
  • Self-directed and highly motivated individual.
  • Ability to thrive in a fast-paced environment.
  • Proficient in managing priorities effectively.
  • Strong computer skills with troubleshooting capabilities.
  • Excellent verbal and written communication skills.
  • Analytical thinker with a solid understanding of technical concepts and problem-solving.
  • Ability to comprehend, educate, and enforce relevant policies and procedures.
  • Experience in Financial Services or Contact Center is advantageous.
  • Knowledge of the insurance industry is a plus.
  • 3-5 years of supervisory experience demonstrating successful management, commitment, motivation, and coaching of others.

Work Environment:

  • This position is based in an office setting, requiring long periods of stationary work at a desk, using a computer or standard office equipment, and participating in meetings.
  • Significant movement of wrists, hands, and fingers is necessary for continuous computer work.

Educational Background:

  • Bachelor's degree preferred or equivalent work experience.

Technical Skills:

  • Advanced proficiency in PC, data entry, and word processing software.
  • Experience with Microsoft Suite (Excel, Teams, Skype, Word) and customer database platforms is required.
  • Ability to navigate multiple systems simultaneously with speed and efficiency.

Certifications & Licenses:

  • Must possess an active Life and Health state insurance agent license.
  • Must maintain multi-state licenses to ensure compliance with occupancy levels.
  • LOMA designations or equivalent qualifications are considered a plus.

Position Requirements:

  • Ability to work a flexible schedule, including evenings, weekends, and some company holidays on a rotational basis.
  • Travel is minimal, less than 10%, which may involve 2-3 overnight trips or as required by special projects.

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