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Quality Assurance Coordinator

hace 2 meses

Ciudad de México, Ciudad de México Assurant, Inc. A tiempo completo

The Quality Assurance Coordinator is a key position within our organization. As a Quality Assurance Coordinator, you'll be a problem solver who likes to think on your feet and enjoy challenges. You will thrive in a fast-paced and changing environment while identifying training and development needs for our customer service representatives. You will be passionate about customer service, you'll listen, solve problems, answer questions and work to find a resolution.

This position will be located in our office at our corporate campus.

What will be my duties and responsibilities in this job?

  1. Identify quality assurance deficiencies through root cause analysis.
  2. Partner with Training and Management to identify programs that reduce errors, and improve both individual and department results.
  3. Develop tools, resources, and job aids to improve individual and overall results.
  4. Balance priorities to achieve deadlines and key target expectations.
  5. Provide statistical data and patterns of top errors by client, product/benefit, and department/team.
  6. Develop action plans to target deficiencies and improve results.
  7. Ability to work with various skill sets, personalities, and working styles.
  8. Work in conjunction with the Call Center Management team to improve the overall associate and department QA scores.
  9. Attend and provide feedback for internal/external client calibration sessions for Customer Care.
  10. Complete weekly/monthly side by side & silent monitoring based on established KPI's.
  11. Maintain positive, productive, and effective relationships with peers, management, and call center employees.

What are the requirements needed for this position?

  1. Bachelor's degree or equivalent experience.
  2. 2 years related experience for quality assurance in any industry.
  3. Must be able to work onsite in our corporate campus.

What other skills/experience would be helpful to have?

  1. Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint).
  2. Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner.
  3. Ability to work in a fast-paced metric-driven environment with proficient multitasking and navigation in a Windows environment.
  4. Strong analytical skills.
  5. Bi-lingual (English/Spanish).