Lead Quality Improvement Specialist

2 weeks ago

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

Overview:

Oversee a team of associates dedicated to delivering coaching, constructive feedback, and support through new hire onboarding and call escalations, aimed at assisting contact center agents across digital and telephonic platforms. This role is crucial in proactively utilizing data collected from these interactions. Conducts trend analysis to pinpoint efficiencies and enhance workflows that positively affect both customer and employee experiences. Regular interaction with Contact Center and Operational Senior Leadership is required to present insights and recommendations that prioritize key initiatives for operational excellence. This position also involves managing sensitive legal matters affecting customers, necessitating decisiveness and confidence in escalation protocols.

Key Responsibilities:

Optimization & Operational Excellence

  • Analyze and develop optimization strategies for processes with the goal of enhancing operational efficiencies, quality, and service, thereby improving customer and employee experiences while achieving operational excellence savings.
  • Conduct comprehensive analyses, utilizing data from various sources to identify trends, recognize areas for improvement, formulate solution proposals, and present recommendations to multiple business units, including senior leadership.
  • Facilitate the implementation of multiple projects and initiatives concurrently by collaborating with Contact Center and Operations Senior Leadership 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, including the introduction of new processes through documentation, tools, and training coordination to support adoption.

Customer Experience & Decision Quality

  • Serve as the primary liaison between the Contact Center, Legal/Compliance, and Operations departments. Act as an intermediary for consumers and the company, 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. Supervise the new associate nesting process within the Contact Center, including internal training processes, materials, and mentoring practices.
  • Lead the Senior Quality team responsible for ensuring the quality of customer interactions and business processes between the Contact Center and other departments. Utilize data from various reporting channels to develop, plan, and guide Senior Consultants in coaching Agents and Associates for enhanced performance and behaviors.
  • Foster a wellness culture that motivates continuous process improvement and enhances both personal and team performance; demonstrate strong quality acumen and effectively drive and implement changes.
  • Perform other assigned duties as necessary.

Qualifications:

  • Detail-oriented with the ability to track and manage multiple data points effectively.
  • Proven track record of achieving results through diverse teams and collaboration across various departments.
  • Demonstrated capability 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 abilities.
  • Ability to comprehend, educate, and enforce relevant policies and procedures.
  • Experience in Financial Services or Contact Center environments is advantageous.
  • Knowledge of the insurance industry is a plus.
  • 3-5 years of supervisory experience demonstrating successful management, commitment building, energizing, motivating, and coaching others.

Work Environment:

  • This position is based in an office setting and requires prolonged periods of sitting while working at a desk, using a computer, or participating in meetings.
  • Requires significant movement of wrists, hands, and fingers for continuous computer work.

Educational Background:

  • Bachelor's degree preferred or equivalent work experience.

Technical Skills and Software Knowledge Required:

  • Advanced proficiency in PC, data entry, and word processing software.
  • Experience with Microsoft Suite (Excel, Teams, Skype, Word) and customer database platforms is essential.
  • 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 advantageous.

Position Requirements:

  • Willingness to work a flexible schedule, including evenings, weekends, and some company holidays on a rotational basis.
  • Travel requirements are minimal, less than 10%, potentially involving 2-3 overnight trips as needed for special projects.

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