The Quality Analyst is responsible for ensuring that our agents consistently deliver a “WOW” experience to customers. The goal is to drive agent performance to exceed Aon and client-specific contractual performance standards, including WOW customer service skills, operational efficiency, sales expectations, and compliance requirements as defined by federal or state regulatory agencies. This is accomplished through targeted call monitoring and scoring, focused coaching, channel feedback review, data analysis, training, and process improvement identification. The Quality Analyst is expected to have significant amounts of written and verbal interactions with S&SC colleagues.

Job Responsibilities:

• Active participation in training, calibration sessions, and outlier meetings
• Hold associates accountable for behaviors that support the Aon policies and guidelines (e.g. Code of Business Conduct, HIPAA, Data Privacy)
• Timely completion of assigned work with high level of accuracy, demonstrating an understanding of various Aon delivery models and best practices
• Coach, train, and develop Sales & Service Center colleagues (work with coach/manager)
• Actively contribute to continuous improvement efforts by identifying and communicating process improvements and business insights
• Support and facilitate tough coaching conversations with acceptable outcomes

Skills:

• Proficiency in Aon Customer Service Principles
• High learning agility and ability to learn and interact with multiple Aon call center systems and knowledge tools.
• Proficiency in quality coaching and delivering effective and timely colleague feedback
• Strong communication skills via email, phone, and chat with colleagues and/or third-party contacts
• Strong time management skills

Qualifications:

Required Experience

• Operates independently in managing multiple complex situations and/or projects
• Subject Matter Expert (SME) for Customer Service best practices, Insurance & Compliance processes, and Medicare (AHIP) ARHS only
• 2+ years of experience in a Medicare insurance industry (ARHS only) and/or,
• Influences others through strong verbal and written communications
• 2+ years of experience in insurance tele-sales and/or customer service environment

Required Education

• Bachelor’s degree (in a business context preferred) or 5+ years equivalent work experience required

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

#LI-Remote

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Pay Transparency Statement: Alight takes into consideration a candidate’s experience, education, certification/credentials, market data, internal equity, and geography when determining an offer for a successful employment candidate, and Alight does so on an individualized, non-discriminatory basis. Therefore, an offer may fall anywhere between the estimated minimum base salary for this role of $35,500.00/year (for full time employees) and the estimated maximum base salary for this role of $66,100.00/year (for full-time employees). Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://careers.alight.com/us/en/alight-us-benefits-2023

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.