Sr. Associate Manager Customer Experience (Disability Claims)

Key Responsibilities:

1. 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.

1. 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.

1. Reporting and Process Improvement:

• Document quality issues and performance metrics for management review.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.

1. 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 :

• 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

Remote Work :

No

Employment Type :

Full-time