Contact Center QA Analyst - Data-Driven Quality & Insights

Socket.dev; Neenah (WI); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Competitive compensation

Collaborative culture

Charitable gift matching

Great Place to Work Certified

Job summary

Jewelers Mutual is seeking a Quality Assurance Analyst to monitor and analyze interactions between contact center agents and customers, ensuring agents meet standards. You’ll provide feedback to supervisors, managers, and agents and work with training staff to identify trends needing coaching or improvement.

The role emphasizes data-driven quality monitoring, reporting, and collaboration with various internal teams to enhance the customer experience.

Qualifications

• High School Diploma or GED.
• A combination of 2 years of insurance experience, contact center experience and/or quality assurance experience.
• Proficiency in Microsoft suite applications including Word, Excel, Outlook, and PowerPoint.
• Excellent oral, written, and interpersonal communication skills.
• Property/Casualty Insurance Agents License from the state of Wisconsin OR ability to obtain within 4 months.

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management team.
• Use quality monitoring data management system to compile and track performance at team and individual levels.
• Analyzes email customer contacts.
• Participates in customer listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilities call calibrations sessions for contact center staff.
• Prepares and analyzes internal and external quality reports for management staff review.

Skills

Insurance experience

Contact center experience

Quality assurance

Communication skills

Education

High School Diploma or GED

Wisconsin Property/Casualty License OR ability to obtain within 4 months

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Jewelers Mutual is seeking a Quality Assurance Analyst to monitor and analyze interactions between contact center agents and customers, ensuring agents meet standards. You’ll provide feedback to supervisors, managers, and agents and work with training staff to identify trends needing coaching or improvement.

The role emphasizes data-driven quality monitoring, reporting, and collaboration with various internal teams to enhance the customer experience.