Associate Quality Assurance Coordinator
Associate Quality Assurance Coordinator
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Job Description
Overview of Position
The Associate Quality Assurance Coordinator is a key position within our growing Miami office. As an Associate Quality Assurance Coordinator youll be a problem solver who likes to think on their feet and enjoy challenges. You will thrive in a fast paced and changing environment while identifying training and development needs for our Customer Service call center reps. You will be passionate about customer service youll listen solve problems answer questions and work to find a resolution.
What will be my duties and responsibilities in this job
Identify QA deficiencies through root cause analysis.
Partner with Training and Management to identify programs that reduce errors and improve both individual and department results.
Develop tools resources and job aids to improve individual and overall results.
Balance priorities to achieve deadlines and key target expectations.
Provide statistical data and patterns of top errors by client product/benefit and department/team.
Develop action plans to target deficiencies and improve results.
Ability to work with various skill sets personalities and working styles.
Work in conjunction with the Call Center Management team to improve the overall associate and department QA scores.
Attend and provide feedback for internal/external client calibration sessions for Customer Care.
Complete weekly/monthly side by side & silent monitoring based on established KPIs.
Maintain positive productive and effective relationships with peers management and call center employees.
What are the requirements needed for this position
High school diploma or GED.
2years related experience for quality assurance in any industry.
This position is onsite in our Miami office.
What other skills/experience would be helpful to have
Intermediate skill level in Microsoft Office (Excel Word and PowerPoint).
Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner.
Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a Windows environment.
Strong analytical skills.
Bilingual (English/Spanish).
#AssurantTeamProud
Pay Range:
$18.65 $29.84Any posted pay range considers a wide range of compensation factors including candidate background experience and work location while also allowing for salary growth within the position.
Expected application deadline is
10/25/2024If date is blank then this is a pipeline requisition and we will continue to collect applications on an ongoing basis.
Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And well bring you a place where you can thrive. Learn more atjobs.assurant.
For U.S. benefit information visitmyassurantbenefits. For benefit information outside the U.S. please speak with your recruiter.
Whats the culture like at Assurant
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune Americas Most Innovative Companies recognition in 2023 we bring together top talent around the world. Although we have a wide variety of skills and experiences we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our cultureThe Assurant Way.
Company Overview
Assurant is a leading global business services company that supports protects and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries Assurant supports the advancement of the connected world by partnering with the worlds leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions extended service contracts vehicle protection services renters insurance lenderplaced insurance products and other specialty products.
Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race color religion sex national origin age disability veteran status sexual orientation gender identity or any other characteristic protected by federal state or local law in employment decisions.
Required Experience:
IC
Employment Type
Full-Time
