Customer Experience QA Analyst – Call Quality & Insights

Jewelers Mutual Insurance Group; Neenah (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

Jewelers Mutual Insurance Group is seeking a Quality Assurance Analyst to monitor interactions between contact center agents and customers, providing feedback to supervisors and agents. The role partners with training staff to address coaching trends and potential technology enhancements to improve the customer experience.

The ideal candidate will have strong communication skills, insurance or contact center QA experience, and a license or plan to obtain one within four months.

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 Word, Excel, Outlook, and PowerPoint.
• Excellent oral, written, and interpersonal communication skills.
• Property/Casualty Insurance License from 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.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Participates in customer listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibrations sessions for contact center staff.
• Prepares and analyzes internal and external quality reports for management staff review.

Skills

Oral & written communication

Interpersonal skills

Attention to detail

Education

High School Diploma or GED

Property/Casualty Insurance License (WI) or ability to obtain within 4 months

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Jewelers Mutual Insurance Group is seeking a Quality Assurance Analyst to monitor interactions between contact center agents and customers, providing feedback to supervisors and agents. The role partners with training staff to address coaching trends and potential technology enhancements to improve the customer experience.

The ideal candidate will have strong communication skills, insurance or contact center QA experience, and a license or plan to obtain one within four months.