Associate Quality Assurance Coordinator

American Bankers Insurance Company of Florida; Troy (OH); Hybrid; USD 26,000 - 42,000; Full time

Job summary

Assurant is a leading global risk management and insurance solutions provider. The Associate Quality Assurance Coordinator in our Miami office identifies training needs, analyzes QA data, and partners with Call Center teams to reduce errors and improve customer service metrics.

The role requires a high school diploma or GED, at least two years in QA, and a hybrid work model with two days in the Miami office; bilingual English/Spanish is a plus.

Qualifications

• High school diploma or GED required.
• Minimum 2 years of quality assurance or quality monitoring experience.
• Hybrid work model with two days per week in the Miami office.

Responsibilities

• Identify QA deficiencies through root cause analysis.
• Partner with Training and Management to identify programs that reduce errors and improve results.
• Develop tools, resources, and job aids to improve performance.
• Balance priorities to meet deadlines and key targets.
• Provide statistical data and patterns of top errors by client, product/benefit, and department.
• Develop action plans to target deficiencies and improve results.
• Work with various skill sets and personalities.
• Collaborate with Call Center Management to improve QA scores.
• Attend calibration sessions for Client Care and provide feedback.
• Complete weekly/monthly monitoring based on KPI.

Skills

Analytical skills

Bilingual English/Spanish

Microsoft Office

Rapport building

Education

High school diploma or GED

Tools

Microsoft Office Suite

Job description

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).

Pay Range: $19.08 - $30.53 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 listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

What’s the culture like at Assurant?

Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. 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 call our culture 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.

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.