Contact Center Process & Quality Analyst

Arbella Insurance Group; Quincy (MA); On-site; USD 54,000 - 58,000; Full time

Job summary

The Arbella Contact Center Business Technician serves as a subject matter expert in a contact center regarding process, workflow, and the ownership of escalating and resolving complex issues. This role emphasizes root cause analysis, problem resolution, and continuous improvements to support internal and external customers and organizational initiatives.

Candidates will identify system and process anomalies, escalate appropriately, and collaborate across departments.

Qualifications

• 2–3 years customer service or claim experience in multiple lines of business.
• Strong interpersonal and communication skills with the ability to analyze problems.
• Highly detailed, organized, and capable of time management.

Responsibilities

• Understand operational processes and communicate clearly, written and verbally.
• Process complex transactions within established quality and productivity guidelines.
• Represent Operations during testing of new or existing system or vendor functionality.
• Analyze workflows and suggest process improvements to enhance customer satisfaction.
• Escalate system and procedural anomalies promptly and participate in the solution.
• Prepare periodic reports for management and monitor KPIs.
• Train teams on materials and contribute to projects as needed.

Skills

Customer service

Analytical

Time management

Communication

Problem solving

Job description

The Arbella Contact Center Business Technician serves as a subject matter expert in a contact center regarding process, workflow, and the ownership of escalating and resolving complex issues. This role emphasizes root cause analysis, problem resolution, and continuous improvements to support internal and external customers and organizational initiatives.

Candidates will identify system and process anomalies, escalate appropriately, and collaborate across departments.