Quality Consultant: Elevate Contact Center Performance

Farmers Group Inc.; México; Remote; MXN 240,000 - 360,000; Full time

Job summary

Farmers Insurance in Mexico seeks a Quality Consultant (Contact Center) to evaluate service quality and regulatory compliance across customer contacts, lead audits, and drive improvements in performance. The role requires coordinating with site leadership, analyzing audit data, and mentoring junior team members.

The ideal candidate has 1-3 years in claims or contact centers, prior quality and call center experience, and prefers experience in a supervisory or performance coach role.

Qualifications

• 1-3 years of experience working in claims or contact center
• Prior Quality and Call Center experience
• Experience in a Performance Coach or similar position is preferred
• Experience in a Supervisory position or team lead role is preferred
• Experience with internal FWS, Farmers, and/or Bristol West system is preferred

Responsibilities

• Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts
• Evaluates potential impact of errors made on the customer and subsequent handling of the customer journey
• Contributes to benchmark audits and targeted reviews; identifies trends and recommends priority action items
• Partners with leadership to identify targeted audit needs for individual sites or teams
• Works independently to execute the audit, analyze results, write audit summaries, and communicate results to local leaders
• Consults with business to identify top opportunities and recommends actions to improve work product and business results
• Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations
• Provides technical assistance to the business with auditing tools and other applicable technology
• May serve as team audit lead on a rotational basis
• Organizes data, communicates expectations, and arranges internal calibrations and re-audits
• Analyzes audit data and assembles audit summary reports for leadership distribution
• Participates in audit closing conferences with leadership
• Completes secondary reviews of peer audits to ensure internal consistency of work
• Assists Compliance with targeted reviews
• Trains new members and mentors potential successors

Education

High school diploma

Bachelor's degree

Job description

Farmers Insurance in Mexico seeks a Quality Consultant (Contact Center) to evaluate service quality and regulatory compliance across customer contacts, lead audits, and drive improvements in performance. The role requires coordinating with site leadership, analyzing audit data, and mentoring junior team members.

The ideal candidate has 1-3 years in claims or contact centers, prior quality and call center experience, and prefers experience in a supervisory or performance coach role.