Customer Service Quality Assurance Specialist
4 weeks ago
We are seeking a meticulous Quality Assurance Auditor to join our dynamic team at Safepoint MGA, LLC. As a Personal Lines Auditor, you will be responsible for monitoring customer service interactions to ensure adherence to company standards and compliance guidelines.
Salary and BenefitsThe estimated annual salary for this position is $70,000 - $90,000 depending on experience, with a comprehensive benefits package including health insurance, dental insurance, vision insurance, short and long term disability insurance, flexible spending accounts, health savings accounts, employee life and AD&D insurance, dependent life and AD&D insurance, and more.
Job DescriptionIn this role, you will analyze customer feedback and employee metrics to identify trends, patterns, and areas for improvement. You will also collaborate with Underwriting and Service Managers to develop training programs and resources to address identified areas for improvement.
Key Responsibilities:- Monitor customer service interactions to assess quality and adherence to established standards
- Analyze customer feedback and employee metrics to identify trends and areas for improvement
- Develop and implement quality assurance processes and procedures
- Collaborate with Underwriting and Service Managers to develop training programs and resources
To succeed in this role, you will need 2-3 years' experience in Quality Assurance or Auditing roles, 4-5 years' experience in Customer Service or Call Center roles, and proficiency with Microsoft Office products. Experience in corporate training is preferred, as well as English and Spanish speaking and writing skills.
Benefits and PerksSafepoint MGA, LLC offers a comprehensive benefits package, including health insurance, dental insurance, vision insurance, short and long term disability insurance, flexible spending accounts, health savings accounts, employee life and AD&D insurance, dependent life and AD&D insurance, and more. We also offer professional development and educational assistance programs, safe harbor 401K plan with immediate vesting and automatic company contribution, paid time-off days, discretionary days, parental leave days, jury duty days, bereavement days, and company-paid holidays.
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