Associate Quality Assurance Coordinator

The Associate Quality Assurance Coordinator is a key position within our growing Miami office. As an Associate Quality Assurance Coordinator, you'll be a problem solver who likes to think on their feet and enjoy challenges. You will thrive in a fast paced and changing environment while identifying training and development needs for our Customer Service call center reps. You will be passionate about customer service, you’ll listen, solve problems, answer questions and work to find a resolution.

What will be my duties and responsibilities in this job? 

• Identify QA deficiencies through root cause analysis.
• Partner with Training and Management to identify programs that reduce errors, and improve both individual and department results.
• Develop tools, resources, and job aids to improve individual and overall results.
• Balance priorities to achieve deadlines and key target expectations.
• Provide statistical data and patterns of top errors by client, product/benefit, and department/team.
• Develop action plans to target deficiencies and improve results.
• Ability to work with various skill sets, personalities, and working styles.
• Work in conjunction with the Call Center Management team to improve the overall associate and department QA scores.
• Attend and provide feedback for internal/external client calibration sessions for Customer Care.
• Complete weekly/monthly side by side & silent monitoring based on established KPI's.
• Maintain positive, productive, and effective relationships with peers, management, and call center employees.

 
What are the requirements needed for this position? 

• High school diploma or GED.
• A minimum of 2 years of experience in quality assurance or quality monitoring responsibilities
• The position is hybrid, with two days per week based in our Miami office.

What other skills/experience would be helpful to have? 

• Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint).
• Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner.
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a Windows environment.
• Strong analytical skills.
• Bi-lingual (English/Spanish).

Job Grade

Pay Range:

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.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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