Supervisor Connected Living Quality Assurance

Supervise, plan, and coordinate the activities related to quality management Coach and develop members of the QA staff. Ensure the QA staff is evaluating calls and meeting goals and expectations. Provides feedback, support, and reporting / analysis to drive the customer experience. Engages functional areas in process improvement initiatives and ensures a closed loop feedback process is maintained.

What will be my duties and responsibilities in this job?

Supervise Quality Analysts:

• Managing the team’s workload - Ensuring that we are meeting goals and managing the workload. Includes monitoring reports on a weekly basis, ensuring we adjust and monitor our evaluation strategy (percent of calls monitored by site, etc.) and addressing any issues with individuals on team related to production.
• Performance and development - weekly review goals and provide coaching (as needed). Monthly facilitate formal 1:1’s. Coach and develop each team member based on their role and where they currently are to discuss career aspirations, etc.
• Address performance issues and attendance. (as needed)

Process Improvement:

Internal Performance & Quality Management -

• Second Look Audit Evaluations - review and perform second looks on team members and coordinate with Senior Quality Analysts to assist with this process.
• Code of Quality - review calls and provide approval and feedback prior to them being published. Involve site management with any concerns.
• Disputes – Work with Senior Quality Analysts to handle all first level disputes which occur throughout the course of the month which means pulling the call, re-evaluating and determining if scoring was appropriate or if a process or policy may need to change as a result.
• Calibration sessions:
  • Facilitate monthly sessions with the Quality Team, Supervisors, and Clients
  • Develop Senior Quality Analysts to facilitate supervisor and internal quality team calibration sessions independently and provide feedback towards development.
  • Facilitate monthly meetings with the Operations Team and Site Leadership to discuss and address procedures, process improvements, and Compass recommendations.
• Documentation - ensures processes and procedures are documented and updated. This includes the Financial Services Quality Monitoring Guidelines.
• Review and approve weekly Quality Tip and We Heard You emails prior to them being sent to the call center.

Vendor Site Perf. & Quality Management -

• Partner with vendors to get access to their monitoring systems.
• Design the strategy of percent of calls to monitor and implement the overall process. Monitoring and adjust as needed.
• Partner with site management and training to address any systemic issues.

Reporting:

• Compile Quality Team Dashboard each month and share with the Quality Manager and AVP.
• Pull client quality scores and share with the Account Executive and Site Leadership Teams.
• Compile training class quality scores on a weekly basis and share results with the Training Department and the Site Leadership Team.

What are the requirements needed for this position?

• 2+ years call center experience or related experience
• 1+ years supervisor experience or working in a leadership role
• High school diploma required
• Advanced Excel skills required
• Advanced knowledge of products and services for Financial Services
• Professional, friendly, and courteous demeanor, and able to work well with teammates and internal and external business partners, along with a wide range of management.
• Acts with high degree of integrity and ability to exercise sound judgement.
• Proven time management skills and experience
• Ability to prioritize and manage multiple tasks and assignments.
• Works under minimal direction.
• Knowledge of Assurant Human Resource policies and procedures; Contact Center Operations policies and procedures.

What other skills/experience would be helpful to have?

• Bachelor’s degree preferred
• Previous supervisor experience preferred
• Previous quality assurance experience
• Possesses the ability to communicate technical concepts in non-technical terms when working with non-technical customers.
• Complex problem-solving skills.
• Proficient with QA systems and tools

ENT2899 - Supv, Connected Living Quality Assurance

Job Grade

09

Pay Range:

$56,200.00 - $94,100.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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