Sr Assoc Mgr-Customer Experience (Disability Claims Program)
Sr Assoc Mgr-Customer Experience (Disability Claims Program)
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Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:
- Performance Analysis and Quality Assurance:
- Analyze customer interaction data to identify trends and areas for improvement.
- Ensure agents adhere to company policies procedures and regulatory guidelines.
- Feedback and Coaching:
- Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
- Develop training materials and support training programs to improve agent performance.
- Reporting and Process Improvement:
- Document quality issues and performance metrics for management review.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Collaboration:
- Work closely with supervisors trainers and other stakeholders to address quality issues and implement improvements.
Essential Skills:
- Strong analytical and problem-solving abilities
- Excellent communication and interpersonal skills
- Attention to detail and knowledge of call center quality metrics
- Proficiency in call center technology and quality management software
Qualifications :
Our most successful candidates will have:
- Bachelors degree in Business Administration Quality Management or related field
- Minimum of 3-5 years of experience in quality assurance preferably in a call center or customer service environment
- Proficiency in MS Office applications and quality management software
- Strong analytical and problem-solving skills with the ability to interpret complex data and identify trends
- Excellent verbal and written communication skills with the ability to provide constructive feedback and coach team members
- In-depth knowledge of call center operations performance metrics and quality standards
- Experience in developing and implementing process improvements
- Understanding of regulatory compliance requirements in customer service
- Demonstrated leadership skills and ability to work collaboratively in a team environment
- Ability to multitask and work efficiently in a fast-paced dynamic environment
- Strong attention to detail and commitment to maintaining high-quality standards
- Certifications such as Six Sigma or those focused on quality management are highly advantageous
- Experience with data analysis tools and reporting software is a plus
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
