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Quality Assurance Coordinator

Quality Assurance Coordinator


Overview of Position  

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.

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

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).

What are the working conditions and physical requirements of this job?   

  • General office demands  

  • This role is for a candidate in the Miami, FL area. We are working remote, temporarily, but will eventually go back into the office.


Helping People Thrive in a Connected World
We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

Our Culture Defined
Our unique culture is a big reason why talented people choose Assurant and why they tend to stay. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We believe that staying on top doesn’t mean sacrificing our values. We believe clarity of vision and a sense of purpose will carry us forward. And we take charge of our own success. We call it The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products and other specialty products.

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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