Quality Assurance & Training Coordinator - Customer Services

A company built to serve you. It's your career, Shelter it!

Customer Services Quality Assurance & Training Coordinator

$21.08 - $26.14 starting pay

Job Level: Individual Contributor

Shelter maintains broad salary ranges for its roles in order to account for variations in geographic location, education, training, skills, relevant work experience, business needs and market demands. Please remember that this range is the starting base pay only and does not consider other components that make up the total rewards package for the position.

What You Will Be Doing:

The Quality Assurance & Training Coordinator is responsible for auditing and assessing the customer service skills and procedural adherence of new and existing CSRs/CARs through evaluating recorded and live calls, providing written feedback and conducting one-on-one coaching sessions with employees to facilitate a high level of accuracy and customer service. The QA & Training Coordinator designs and maintains the Quality Assurance program, tracks results, analyze trends, diagnose root cause gaps, and report results and recommendations to management. They work closely with the Customer Service Trainers to create, update, and conduct department training.

What We're Looking For:

• Must demonstrate and maintain strong expertise in the CSR role. This includes having a thorough knowledge of company product information, processes, and procedures, and a proven track record of adherence in these areas, ability to obtain and maintain a P&C producer's license, and a thorough knowledge of CSR competencies and associated proficiency levels.
• Excellent verbal and written communication skills with demonstrated ability to provide clear, concise, and tactful constructive feedback, effectively establish rapport, present information, and respond to questions from policyholders, employees, and management.
• Ability to prioritize workload and work effectively and accurately in a fast-paced, high-pressure team environments meeting or exceeding monthly quotas.
• Must be analytical, motivated, detail-oriented, results driven and possess excellent organizational skills and strong leadership qualities.
• Strong active listening skills, particularly attention to detail, patience, and objectivity.
• Sound judgement and decision-making skills required to lead quality calibration sessions.
• Intermediate level computer skills required with proven adaptability to new programs and systems.
• Preferred 1-2 years related call center experience and/or customer service experience, demonstrating leadership abilities, working knowledge of insurance industry, and Shelter's operations and procedures.
Ability to perform essential functions of the job, with or without a reasonable accommodation

Shelter's uncompromising commitment to excellence doesn't stop with our customers. We recognize our employees are what make us a premier organization in the insurance industry. Shelter Employees enjoy such benefits as:

• Health, Dental, Voluntary Vision and Prescription Drug Insurance
• Savings and Profit Sharing 401(k)
• Paid Time Off for Sick and Personal Leave, Vacation and Holidays
• Vitality Wellness Program
• "Dress for Your Day" Dress Code
• Flexible Scheduling
And much more!

#IND1#

If interested, please apply by: