Title: Quality Improvement Rep I - Bilingual Resource Needed (English/Spanish)

Job Summary:

Conduct quality reviews of Print Mail and/or phone-based interactions for various business units. Apply appropriate regulations, Citizens' guidelines, rules of practice and policies and procedures. This position supports EO business units and units outside of EO e.g. Consumer and Policy Services.

Job Duties & Essential Functions:

Models ethical behavior and executes job responsibilities in accordance with Citizen's core values, ethics, and information protection policies.

• Conduct quality evaluations of phone calls (including bilingual) and transactional outputs for our Consumer & Policy Services department and the Print Mail review process.
• Accurately apply appropriate regulatory requirements, guidelines, rules of practice and established processes.
• Provides quality trends and operational consistency and identifies opportunities in completed work sample.
• Participate in regular calibration sessions to reduce inconsistencies and align scoring practices between evaluators and the business unit.

Ensure quality processes are incorporated into business unit SOPs through independent 3rd party review and translate company policy and procedures into practical quality application

Knowledge, Skills, and Abilities:

• Prior knowledge in mailroom or other print mail processes.
• Prior insurance knowledge and experience, preferably in consumer services or phone-based consumer support.
• Knowledge of PolicyCenter is not required but preferred.
• Knowledge of the Salesforce product is not required but preferred.
• Excellent verbal and written communication skills.
• Ability to work in a rapidly changing environment.
• Excellent customer service skills.
• Experience using Microsoft products.
• Ability to prioritize & organize workload.
• Analytical with strong attention to detail.
• 1 or more years of experience supporting a formal quality control program in a customer service, print mail, and/or transactional processing support environment. (PREFERRED)
• Strong knowledge of insurance related procedures, manuals, policy administration & workflow applications. (PREFERRED)
• Bilingual (English/Spanish)

Prior Work Experience:

• 2 or more years of property insurance related experience supporting 2 or more areas such as UW, Call Center, print mail setting or similar function.

Educational Requirements:

• High School Diploma or GED (required)
• Associate/Technical Degree OR 2 years relevant experience. OR a combination of both college and experience equivalent to 2 years

Physical Requirements:

• Stationary Position (frequent)
• Move/Traverse (Occasional)
• Communicate. Detect. Converse with, Discern. Convey, Express oneself, Exchange information, (continuous)
• Detect. Determine. Perceive. Identify. Recognize. Judge. Observe. Inspect, Estimate. Access, (continuous)

Job Type: Contract

Schedule:

• 8 hour shift

Work Location: In person