Associate Quality Assurance Coordinator - Financial Services

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)

Pay Range:

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.

If there is no posting end date listed 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 we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s 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 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, 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 culture The 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 world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

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.

Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.