Associate Operations Quality Assurance Analyst

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what's best for our customers and collaborate to drive progress. 

• Make it happen. We work with intention toward a common purpose and forge ways forward together. 

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE
Associate Operations Quality Assurance Analyst

POSITION LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas,  Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE
As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. The Associate Operations Quality Assurance Analyst is responsible for providing call quality support by performing Compliance Quality Assurance on calls. This support is to provide consistency and assist with continued development and change within the department by providing call center staff with coaching, mentoring, and training as it relates to call quality. Assist with development and implementation of programs to meet goals/objectives. Ensure Call Center operates at maximum efficiency by understanding our customers and providing suggestions for improvement. Execute on projects related to the above. Partner with Team Managers and Customer Service Representatives to provide coaching, training, and feedback needed to continue delivering on our mission of excellent customer service.

What you will be doing

• Monitors inbound and outbound calls to provide feedback regarding telephone etiquette, product information given and procedures.

• Provides training and development for contact center staff through continual review, feedback, and on-the-job development.

• Provide and assist with new Call Quality training, job shadowing, feedback, and on-the-job development.

• Reviews recorded calls to evaluate the contact center staff skills in dealing with customers and accuracy and effectiveness of information or advice provided to customers.

• Work with Team Managers to help development plans to improve call quality when needed.

• Provides data for development of training and problem resolution.

• Participates on projects as assigned.

• Conducts mock call training for new associates after they complete classroom training. Conducts side-by side and listening feedback sessions with associates as needed.

• Pull reports to identify trends, training opportunities, and process updates.

What you bring

• 2+ years LTC experience with in-depth knowledge of LTC products, policies, and procedures

• 1+ year in Customer Care Center role

• Ability to self-motivate and prioritize assigned case load independently

• Ability to maintain confidentiality of customer and employee information

• Excellent team player with the flexibility to work in a changing environment

• Ability to recognize patterns/trends and recommend improvements to drive positive change

• Demonstrated ability to give and re