Job Summary:
The Quality Assurance Specialist is responsible for monitoring and evaluating the performance of Customer Service Agents, ensuring that all customer interactions meet the company's quality standards. This role is crucial for maintaining high service levels, especially in handling FNOL calls for workers compensation.
Key responsibilities
- Monitor and assess the quality of inbound customer service interactions, including FNOL calls.
- Develop and implement QA processes to ensure compliance with company standards and regulatory requirements.
- Provide feedback and coaching to Customer Service Agents to improve performance and service quality.
- Collaborate with the training team to identify and address skill gaps.
- Generate QA reports and metrics to track performance trends and identify areas for improvement.
- Work closely with the Team Leader and Operations Manager to align QA practices with business objectives.
Qualifications & Desired Skills
- 1 – 2 years experience in quality assurance within the insurance industry, particularly in customer service.
- Strong understanding of workers compensation insurance and FNOL processes.
- Excellent analytical skills and attention to detail.
- Ability to provide constructive feedback and coaching to team members.
- Proficiency in using QA software and tools.
