Contact Center Quality Assurance Associate

3 weeks ago

Montpelier, Vermont, United States National Life Group Full time

National Life Group is committed to delivering positively transformative experiences to our customers. As a Quality Associate, you will play a critical role in ensuring that our Contact Center is meeting the highest standards of quality. This involves monitoring transactions, identifying opportunities for process improvement, and implementing quality assurance standards to ensure ongoing compliance with quality and industry standards.



Key Responsibilities

  • Monitor Contact Center transactions to ensure accuracy and adherence to internal and external requirements.
  • Provide management reporting on quality data, including calls, emails, chat, and text interactions.
  • Assist with follow-up inquiries from policyholders and agents regarding transactions.
  • Proactively seek opportunities for process improvement and implement changes to enhance the customer and agent experience.
  • Develop and maintain quality assurance standards and ensure ongoing compliance with industry standards.


Qualifications

  • Strong industry-specific product and process technical expertise.
  • Excellent analytical and problem-solving skills.
  • Ability to work in a fast-paced environment, independently, and as a team player.
  • Comfortable providing reports and presentations to leadership.
  • Thorough and observant, with an eye for detail.
  • Customer-focused with exceptionally strong communication skills.
  • Organized, driven, innovative, and able to set and meet deadlines.
  • Proficient with Microsoft Office suite (Outlook, Word, PowerPoint, Excel).
  • Ability to pass a background check.
  • College degree preferred.


National Life Group offers a competitive total rewards package, including a 401(k) retirement plan match, medical, dental, and vision insurance, paid holidays, and a generous paid time off plan, as well as other benefits.



National Life Group is an equal opportunity employer and welcomes applications from diverse candidates.



Please note that this job description is subject to change and may not reflect the current or future responsibilities of the position.

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