Are you a proactive problem solver with a passion for excellence and customer satisfaction? CornerStone Professional Placement is seeking a dynamic Call Center Quality Assurance Analyst to be part of our partnered Insurance and Financial Servicing company.
What We Offer:
- Location: Fort Worth, TX
- Type: Direct Hire / Full-time
- Payrate: $55K - $65K
- Benefits: Medical Insurance, Health Insurance, 401K, Vision and Dental
Primary Responsibilities:
- Collaborate with the ERC Manager to implement Call Center Quality Programs.
- Enhance customer satisfaction and compliance through process and technology evaluation.
- Assist in onboarding new accounts, ensuring accuracy and compliance.
- Formulate recommendations to improve call quality and customer service scores.
- Provide oversight to exceed industry quality standards.
- Support the ERC Team Leadership and complete daily and monthly tasks.
- Manage ad-hoc projects as assigned.
Performance Management & Training:
- Provide ongoing performance feedback, coaching, and counseling.
- Focus on the performance development of individuals.
- Administer additional training for employees and oversee project plans.
- Ensure regulatory compliance and promote staff training.
Reporting Analytics:
- Perform trend analysis to close performance gaps.
- Create/update QA Analyst scorecards.
- Analyze trends for improved performance and efficiency.
Experience and Education:
- Bachelor's Degree or equivalent experience.
- At least 2 years of professional experience in call center QA.
- One or more years of employee benefits, insurance, and customer service experience.
- Willingness to obtain the General Lines Health & Life Insurance License.