Customer Service Quality Assurance Specialist Jobs

Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations

Associates degree or equivalent work experience required.

Minimum of 0-1 years customer service experience required.

Working knowledge of insurance industry operations, SOX, state & federal regulations preferred.

Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.

Strong analytical, organizational, problem solving and customer service skills.

Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations

Provide monthly reports of quality control results to department managers and supervisors, including information on trends identified during audits.

Bachelor’s degree in a business-related field or equivalent training/experience.

Three years of audit related experience.

In-depth knowledge of insurance practices and principles.

Communication and interpersonal skills to coach and mentor staff.

Assist in the creation of soft skills, customer service, and ticket management training courses.

Strong time management and prioritization skills.

Experience in Managed Mobility Services - a strong understanding of mobility terminology and troubleshoooting

Ability to work independently without relying on significant management oversight.

Education and Years of Experience:

Understand the role and technical skills required of agents,

Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations

Provide monthly reports of quality control results to department managers and supervisors, including information on trends identified during audits.

Bachelor’s degree in a business-related field or equivalent training/experience.

Three years of audit related experience.

In-depth knowledge of insurance practices and principles.

Communication and interpersonal skills to coach and mentor staff.

Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations

Associates degree or equivalent work experience required.

Minimum of 0-1 years customer service experience required.

Working knowledge of insurance industry operations, SOX, state & federal regulations preferred.

Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.

Strong analytical, organizational, problem solving and customer service skills.

Good organizational skills, knowledgeable of goal-setting practices

5 years of experience in the customer service space

Proven track record of analytical skills

Hands-on experience in quality assurance

Experience with the implementation of Quality Assurance systems and automation.

Great people skills and ability to communicate all types of feedback.

Alternatively an equivalent combination of education and experience required (may be adjusted based upon local regulations or level of position)

Remote - Work from HomeYes

Bachelor's Degree and 2+years work experience in a related role

Fluent business English skills (written and spoken)

Provides Service Quality analysis for a specific business function or location.

Participates in customer service review sessions for various channels (voice, screen capture, email and chat).

Communicate insights and partner with Service Quality Improvement Specialists to identify actions to improve member experience

3+ years of experience in customer service

Proven organizational, communication, and informal leadership skills

Strong influencing skills and collaboration skills

Conduct quality reviews by evaluating and providing feedback on interactions with members/patients to assess quality of care and service

Conduct focused quality reviews as needed

Equivalency: Additional appropriate education may be substituted for one (1) year of the minimum experience requirements.

Three (3) years customer service experience working in an airline, airport, service, hotel or hospitality industry

Call center experience is a preferred

Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.

Experience: Four (4) years of customer service work for airlines, call centers, hospitality, ground transportation, or related industries.

Licensures/Certification(s): By position, requires a valid Driver's License at the time of application.

Knowledge, Skills and Abilities Required

Contribute to the management and refinement of the quality assurance tool.

Minimum 2 years’ experience in the insurance or healthcare industry (e.g., claims, managed care, healthcare facilities, or other related industries)

Participate in facilitating quality knowledge transfer sessions to drive adoption of quality standards.

Provide business requirements and guidance for quality related technology solutions.

Experience in customer service support role(s)

KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS

Operation of a computer and assigned software, including a variety of data management software programs.

Recommend improvements in data collection and management based on analysis of data.

Telephone techniques and etiquette. Oral and written communication skills.

Interpersonal skills using tact, patience, and courtesy.

Full time jobs are provided Benefits.

Manage call quality as part of Voice of the Customer processes;

Measure and report customer insights and service related metrics, based on Global framework to drive improvements in customer experience;

5+ years of professional experience preferably in Customer Service, Commercial, Logistics, Operational or Agricultural fields;

Excellent customer service & influencing skills with very strong written and verbal communication skills;

The primary responsibilities of this role, Customer Service Quality Assurance Analyst , are to:

Responsible for synthesizing external and internal Crop Science metrics and opportunities and communicating clearly to all stakeholders;

Reporting experience required with ability to use Excel and quality management software system reports.

Experience with contact center software, quality management systems and metrics

May be assigned other job duties and or responsibilities with or without prior notice.

May serve as a backup to customer service management in their absence.

An Associate or Bachelor’s degree is preferable or a minimum of 3 years of equivalent education, training, and work experience.

Minimum of two years of contact center experience required with knowledge of metrics and service level standards.