Associate Quality Assurance Coordinator

Title 

Associate Quality Assurance Coordinator

Overview of Position 

This position will be in our Financial Services Department. This job is responsible for identifying training and development needs for our Customer Service call center reps, servicing multiple clients. The Associate Quality Assurance Coordinator focuses on improving individual performance and the overall customer experience through call monitoring, side-by-side coaching, client call calibrations, and monitoring quality results.

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 and department

• 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 monthly side by side & silent monitoring based on established KPI’s

• Maintain positive, productive, and effective relationships with management and call center employees

• Liaison both internally and externally with clients, management, associates, and quality assurance

• Review and evaluate claim decisions

What are the requirements needed for this position?

• High school diploma or GED

• 3 years related experience for quality assurance in any industry

• 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

• General knowledge of QA systems and tools preferred

• Detail and project oriented

• Displays strong organizational and time management skills

• Ability to handle multiple tasks simultaneously with priorities and work under pressure to meet deadlines

• Willingness to adapt to a constantly evolving product and work environment

• Ability to work independently and communicate in a conversational manner that promotes dialogue and establishes rapport

• Ability to coach call taking representatives

• Ability to develop relationship/partnership-building skills - listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes

• Ability to effectively assess and diffuse difficult situations and then escalate issues to appropriate leadership as needed

• Success requires obtaining an intimate knowledge in the products and services.

• Bi-lingual preferred (English/Spanish)

What are the working conditions and physical requirements of this job?  

General office demands  
 

Pay Range:

$18.65 - $29.84

Any 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

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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