What are the responsibilities and job description for the Customer Care Quality Assurance Analyst position at Jewelers Mutual Group?
Summary
Drive quality, uncover insights, and enhance every customer interaction. As a Quality Assurance Analyst, you’ll monitor calls and emails, analyze trends, and provide actionable recommendations that elevate service standards. You’ll track performance, prepare reports, and lead calibration sessions that keep teams aligned. With strong communication skills and a commitment to continuous growth, you’ll champion quality and help deliver exceptional customer experiences.
Why Jewelers Mutual
Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.
As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.
We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people.
Here, You’ll
What You’ll Do
What You'll Bring
We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting jmrecruiting@jminsure.com.
Drive quality, uncover insights, and enhance every customer interaction. As a Quality Assurance Analyst, you’ll monitor calls and emails, analyze trends, and provide actionable recommendations that elevate service standards. You’ll track performance, prepare reports, and lead calibration sessions that keep teams aligned. With strong communication skills and a commitment to continuous growth, you’ll champion quality and help deliver exceptional customer experiences.
Why Jewelers Mutual
Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.
As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.
We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people.
Here, You’ll
- Move fast and embrace change
- Always look for better ways
- Grow, thrive, and help shape what’s next
What You’ll Do
- Participate in design of call monitoring formats and quality standards.
- Perform call monitoring and provide trend data to management team.
- Use quality monitoring data management system to compile and track performance at team and individual levels.
- Analyze email customer contacts.
- Participate in customer listening programs to identify customer needs and expectations.
- Provide actionable data to various internal support groups as needed.
- Coordinate and facilitate call calibrations sessions for contact center staff.
- Prepare and analyze internal and external quality reports for management staff review.
What You'll Bring
- Bachelor's degree (B. A.) from four-year College or university preferred.
- A combination of a minimum of two years of insurance experience, contact center experience and/or quality assurance experience is preferred.
- Proficiency in Microsoft suite applications including Word, Excel, Outlook, and PowerPoint.
- Must be capable of becoming proficient in the Guidewire product suite.
- A commitment to ongoing education and professional development is required.
- Excellent oral, written, and interpersonal communication skills are required.
- A successful individual must work well in a team environment and have a dedication and passion to provide exceptional customer experiences.
- Jewelry experience is a plus.
- Property/Casualty Insurance Agents License from the state of Wisconsin OR ability to obtain within 4 months. Continuing education as required to maintain license.
- Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
- Collaborative Culture: Work alongside talented, passionate peers who value ownership and continuous learning.
- Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
- Great Place to Work® Certified: Join a team recognized for an environment of innovation and growth.
We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting jmrecruiting@jminsure.com.