About us:

In 2015, Companion Protect (CP) set our sights on extending and enhancing the lives of cats and dogs by offering the highest quality pet insurance programs featuring comprehensive coverage, innovative technologies, and inclusive plans for all ages and breeds. And we haven’t looked back since!

Our vision today? Keeping pets healthy …. because pets make us happy!

Achieving that vision wouldn’t be possible without our greatest asset: our associates. At CP, you will join an enthusiastic team that values collaboration and innovation and has a strong belief in harnessing a variety of experiences, ideas, and technology to maximize the impact we make. Are you ready to make your impact to help pets?

About our opportunity:

As the Quality Assurance Analyst for our Customer Care department, you will partner with Leadership in the design and implementation of a robust Quality Assurance Program that ensures a positive customer service and claims accuracy. You will be responsible for documenting the process on auditing all customer engagements including calls, chats, and emails as well as auditing claims to ensure staff are compliant with policy requirements.

What you’ll do here:

• Design and implement a Quality Assurance Program and process to include auditing all customer interactions, performance evaluation, trend reporting, and quality recognition
• Review and score claims to ensure accuracy of policy interpretation and payment
• Provide feedback to associates based on regular quality evaluations/scoring
• Monitor effectiveness of coaching and training by gathering feedback and identifying trends
• Track performance, develop dashboards, and provide reporting to the Director of Customer Care
• Identify and implement tools targeted toward improving the process, service, and general performance
• Communicate quality issues to the leadership team, provide recommendations on corrective and/or preventative actions
• Update standard operating procedures, situational strategies, workflow, checklists, etc.
• Provide Quality and Customer Service tips and techniques for new hires and refresher training for tenured staff
• Recommend and help to implement strategies and actions to mitigate risks and solve issues
• Create clearly defined and mutually agreeable success measures for ongoing QA programs

What you’ll bring to the team:

• 3 years of experience in a contact center, Quality Assurance role
• Experience auditing all types of customer engagement methods and data integrity
• Experience incorporating quality trends and experiences into training
• Attention to detail, including review of calls and decision-making 
• Excellent coaching and communication skills 
• Data Analytics as applied to process improvement and forecasting
• Use of Talkdesk or similar cloud-based phone system
• Commitment: Dedication to the work we do and the customers we serve
• Teamwork: Strong desire for team success
• Resourcefulness: Creative, innovative, and effective problem-solver

Where you’ll work: This is a fully remote opportunity!

Why you might love working here:

Whether you work at CP HQ or join our team remotely, get ready to be greeted by our furry associates as pets are at the center of everything we do! In addition, to our Pets at Work perk, we offer employee perks that go beyond your standard benefits and compensation packages – see below!

Our leadership team is dedicated to transparency, growth, and our purpose. We hire associates whose personal core values align with ours: Commitment, Teamwork, and Resourcefulness. You’ll find limitless growth and opportunities as we grow together. We invest in our associates because they invest their careers with us. If you're ready to utilize your skills and passion to make a significant impact in the reimagining of pet healthcare, Companion Protect might be the place for you.

Our perks and benefits:

• Generously subsidized company-sponsored medical, dental, and vision insurance
• 401K with company match and immediate vesting
• All Associate Equity Program
• Subsidized pet insurance
• Casual Office Attire
• Flexible working environment
• 160 hours of PTO (Vacation Personal Sick time)
• Paid Maternity, Paternity and Pawternity leave
• 9 paid company holidays per year
• Community giveback opportunities, including paid time off for philanthropic endeavors

At Companion Protect, we celebrate, support, and thrive on inclusion, for the benefit of our associates, our partners, and our products. CP is committed to the principle of equal employment opportunity for all associates and to providing associates with a work environment free of discrimination and harassment. All employment decisions at Companion Protect are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics.