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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.

Key responsibilities include:

  • 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 and department.

  • 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 monthly side by side & silent monitoring based on established KPI's.

  • Maintain positive, productive, and effective relationships with management and call center employees.

Basic Qualifications:

  • High school diploma or GED.

  • 3 years related experience for quality assurance in any industry.

Environment/Physical Demands:

  • Work is performed in an office environment and in close proximity to other workers.

  • Candidate will be expected to perform in business office environment. Physical demands are light and consist of sitting, standing, and walking.

  • They must be able to see and hear in the normal range with or without correction, and communicate verbally and in written form with great facility.

  • Incumbent must have the stamina to work long hours and be willing to work an irregular schedule, when needed, which may include weekends or evenings.

Other Requirements:

  • 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.

  • General knowledge of QA systems and tools.

  • Detail and project oriented.

  • Displays strong organizational and time management skills.

  • Ability to handle multiple tasks simultaneously with priorities and work under pressure to meet deadlines.

  • Willingness to adapt to a constantly evolving product and work environment.

  • Ability to work independently and communicate in a conversational manner that promotes dialogue and establishes rapport.

  • Ability to coach call taking representatives.

  • Ability to develop relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes.

  • Ability to effectively assess and diffuse difficult situations and then escalate issues to appropriate leadership as needed.

  • Success requires obtaining an intimate knowledge in the products and services.

Preferred Qualifications:

  • Bi-lingual (English/Spanish).

Standard hours for the daytime shift are M-F 8-5, but these are subject to change depending on client expectations.

Work remotely due to Covid-19.


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