Job description

Title: Quality Analyst (insurance)

Location: Atlanta, GA Initially remote

Fulltime Permanent position

This will be remote initially but the candidates need to be onsite once the office starts

Inviting applications for the role of Quality Analyst QA analysts Responsible for understanding quality performance-related requirements for customer interactions, coaching / providing feedback to agents and calibrating with Team leads, Trainers on best practice requirements of the contact centers.

Responsibilities

Perform (voice & non-voice) quality assessments, ensuring that the quality standards are being met, and valuable insight is gained into the needs of customers

Ensure 100% feedback closure

Report penetration, run data analysis and other insights basis the audits done

Conduct checks on the floor and builds awareness

Conduct calibration activities with the agents and supervisor

Ensure smooth dissemination of briefings

Coordinate with Training team to identify trends on calls and develop appropriate and effective learning interventions

Deliver relevant information to the operation to drive process-level improvements.

Minimum qualifications

• Bachelor's degree in relevant field Required skills:

• Deep functional expertise (Customer Service, Quality standards)

• Passion for learning and coaching

• Experience as a Contact Center Rep (knowledge of processes, metrics, roles)

• Knowledge of industry- specific regulatory requirements and best practices

• Flexibility / adaptability, focus, effective communications, strong interpersonal skills (active listening, feedback), autonomy / drive.

Job Type: Full-time

Schedule:

• Monday to Friday

Ability to commute/relocate:

• SANDYSPGS, GA 30350: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Insurance Domain: 5 years (Preferred)
• Quality Analyst: 5 years (Preferred)
• learning and coaching: 5 years (Preferred)
• Contact Center: 5 years (Preferred)

Work Location: Hybrid remote in SANDYSPGS, GA 30350

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