Quality Consultant – Contact Center
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Job Description
Quality Consultant evaluating contact center performance in a major insurance company. Leading audits and recommending actions to improve service quality and regulatory compliance.
Responsibilities:
- Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts.
- Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey.
- Contributes to benchmark audits and targeted reviews.
- Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.
- Partners with leadership to identify targeted audit needs for individual sites or teams.
- Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
- Consults with business to identify top opportunities and recommends actions to improve work product and business results.
- Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.
- Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers.
- May serve as team audit lead on a rotational basis.
- Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits.
- Analyzes audit data and assembles audit summary reports for leadership distribution.
- Participates in audit closing conferences with leadership.
- Completes secondary reviews of peer audits to ensure internal consistency of work.
- Assists Compliance with targeted reviews.
- Trains new members and mentors potential successors. Performs other duties as assigned.
Requirements:
- High school diploma or equivalent required. Bachelor’s degree preferred.
- 1-3 years of experience working in claims or contact center
- Prior Quality and Call Center experience
- Fluent English
- Desirable:
- Experience in a Performance Coach or similar position preferred.
- Experience in a Supervisory position or team lead role preferred
Benefits:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
- Career development and training opportunities
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
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