Customer Service QA Trainer/Auditor
Required skills
- insurance industry
- customer service
- QA
- audits
- training
- performance metrics
- SLA
- change of beneficiary forms
- workflow
- internal company audits
Nice to have
- financial services
- customized insurance products
Role summary
Forrest T. Jones & Company, Inc. seeks a Customer Service QA Trainer/Auditor to ensure consistent adherence to standards and procedures within the insurance services company. This role involves reviewing customer service calls and tasks monthly, analyzing data based on key performance indicators, and providing feedback to management. The position will also be responsible for developing and delivering training for new hires and existing staff to address identified skill gaps and improve performance. The ideal candidate will possess strong analytical, communication, and organizational skills, with a thorough understanding of company policies and products, and at least 5 years of experience in the insurance industry.
Forrest T. Jones & Company, Inc., and its affiliates (“FTJ”), provides insurance related services to clients, corporations, employers and individuals. These services include providing benefits through innovative life and health insurance plans, financial services, and customized insurance products for niche markets.
Position Summary
The Customer Service QA /Trainer/Auditor is responsible for providing training, assisting in audits and ensuring that standards and procedures are consistently followed. They will review calls taken by each Customer Service Representative monthly. This QA data will be graded based upon key performance indicators of a Customer Service call in various categories. This information can then be used to determine additional training requirements and to provide indicators to enhance performance of overall unit. This position analyzes needs and determines current skill levels and identifies training strategies to meet goals.
Expectations
- Completes audits of telephone calls for Customer Service staff ensuring that correct information was provided to the customer.
- Provides feedback and performance grades to the Customer Service Manager on a monthly basis.
- Completes QA of various tasks such as change of beneficiary forms and other customer correspondence to ensure SLAs are met and the work is performed accurately.
- Recommends and may provide additional training to improve areas of performance.
- Provides onboard training for new hires.
- Ability to work, develop and maintain Customer Service training/procedures based on multiple systems.
- Ability to identify training gaps, develop solutions and implement appropriate course of action.
- Recommends changes in workflow to improve overall quality if necessary.
- Acts as a liaison on internal company audits. Will coordinate with administration to obtain necessary audit materials and assists the team lead in responding to follow up inquiries regarding documents received. Must be able to meet deadlines.
- Can work independently with limited supervision.
- The ability to communicate effectively with internal and external staff.
- Position requires thorough knowledge of company policies, the ability to interpret policy provisions and knowledge of company products.
Competencies
- Excellent interpersonal skills, as well as oral, analytical, facilitations and written skills.
- Proficient level of organizational skills.
- Proficient PC applications skills in Windows-based products.
Requisites
- 5 years of experience in the insurance industry
- College degree
We offer comprehensive benefits to full-time employees including company-paid medical, STD, LTD and life insurance plus voluntary dental, vision, life/AD&D insurance, 401(k) with company matching, generous paid time off and much more.
We encourage applicants of all ages and experience, as we do not discriminate on the basis of an applicant’s age.
ALL OFFERS OF EMPLOYMENT ARE CONTINGENT UPON THE PASSING OF A DRUG SCREEN AND BACKGROUND CHECK.
