Provide quality results through quality assurance reviews of all service transactions.
Reviews accuracy of timeliness and efficiency of service transactions with recommendations for quality standards as appropriate to management.
Utilizes working knowledge of processing and quality functions, compliance with state and federal regulations, SOX, SEC, IMSA and quality functions in the Customer Contact Center.
Monitor accuracy, timeliness and efficiency of service transitions.
Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations.
Work with management staff on resolutions.
Regularly audit the work within the teams for accuracy and adherence to procedures, provide one on one coaching or training recommendations to management on areas requiring improvement.
Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective.
Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements.
Remain abreast of current procedures and changes.

Associates degree or equivalent work experience required.
Minimum of 0-1 years customer service experience required.
Working knowledge of insurance industry operations, SOX, state & federal regulations preferred.
Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.
Strong analytical, organizational, problem solving and customer service skills.
Ability to differentiate between products and work types.
Strong verbal and written communication skills.
Positive professional attitude.
Ability to coach, motivate, and mentor others.
Attention to detail.
Seeking knowledge through LOMA & dept. classes.

Competitive Pay
Bonus for Eligible Employees
Benefits Package
Pension Plan
401k Match
Employee Stock Purchase Plan
Tuition Reimbursement
Disability Insurance
Medical Insurance
Dental Insurance
Vision Insurance
Employee Discounts
Career Training & Development Opportunities
Health and Work/Life Balance Benefits
Paid Time Off starting at 160 hours annually for employees in their first year of service.
Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
Adoption Assistance
Employee Assistance Program
Back-Up Care Program
PTO for Volunteer Hours
Employee Matching Gifts Program
Employee Resource Groups
Inclusion and Diversity Programs
Employee Recognition Program
Referral Bonus Programs

Customer Service Quality Specialist

Key skills