Customer Service Quality Assurance Auditor
Tampa, FL
Full Time
Personal Lines UW
Experienced
Job Summary
As a Customer Service Quality Assurance Auditor, you will ensure that our customer service meets and exceeds expectations. You will be responsible for monitoring, evaluating, and analyzing customer interactions to ensure adherence to company standards and compliance guidelines.
Duties and Responsibilities
Essential Functions
Qualifications
Physical requirements
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms
Working conditions
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines.
Compensation and Benefits
We recognize that talented professionals are attracted to companies that provide a great place to work, combined with a comprehensive and competitive pay and benefits package, along with opportunities for personal growth and job advancement. For this reason we are pleased to provide:
Safepoint Insurance is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age or disability. We assure you that your opportunity for employment with Safepoint depends solely on your qualifications.
As a Customer Service Quality Assurance Auditor, you will ensure that our customer service meets and exceeds expectations. You will be responsible for monitoring, evaluating, and analyzing customer interactions to ensure adherence to company standards and compliance guidelines.
Duties and Responsibilities
- Monitor customer service interactions, including phone calls and live chat, to assess quality and adherence to established standards
- Develop and implement quality assurance processes and procedures to enhance the overall customer service experience
- Analyze customer feedback and employee metrics to identify trends, patterns, and areas for improvement
- Collaborate with Underwriting and Service Managers to develop training programs and resources to address identified areas for improvement
- Generate reports and metrics to track quality assurance performance and trends over time
- Other projects and duties as assigned
Essential Functions
- Ability to communicate verbally and in writing
- Ability to screen phone calls and chat transcriptions
- Ability to analyze data and reports and draw conclusions
- Ability to adhere to attendance schedule on-site
Qualifications
- 2-3 years’ experience in Quality Assurance or Auditing roles
- 4-5 years’ experience in Customer Service or Call Center roles
- Experience in corporate training preferred
- High School Diploma or equivalent
- Proficiency with Microsoft Office products required
- Ability to work independently in a fast-paced environment
- Detail-oriented and exceptionally organized
- English and Spanish speaking and writing skills desired
Physical requirements
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms
Working conditions
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines.
Compensation and Benefits
We recognize that talented professionals are attracted to companies that provide a great place to work, combined with a comprehensive and competitive pay and benefits package, along with opportunities for personal growth and job advancement. For this reason we are pleased to provide:
- Prof. Development and Educational Assistance Programs
- Safe Harbor 401K Plan with Immediate Vesting and an Automatic Company Contribution
- 15 Paid Time-Off Days
- 3 Discretionary Days
- 5 Parental Leave Days
- 5 Jury Duty Days
- 5 Bereavement Days
- 8 Company Paid Holidays
- Health Insurance
- Dental Insurance
- Vison Insurance
- Short and Long Term Disability Insurance (company paid premium)
- Flexible Spending Accounts with Company Contribution
- Health Savings Accounts with Company Contribution
- Employee Life and AD&D Insurance
- Dependent Life and AD&D Insurance
- Company paid AAA Membership
- Company paid Identity Theft Protection
- Other Ancillary Insurance Benefit Programs
- And more…
Safepoint Insurance is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age or disability. We assure you that your opportunity for employment with Safepoint depends solely on your qualifications.
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