QA Analyst — Customer Experience & Performance Insights

Jewelers Mutual Group; Neenah (WI); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive compensation & benefits

Collaborative culture

Charitable gift matching

Great Place to Work Certified

Job summary

Jewelers Mutual Group in Wisconsin is seeking a Quality Assurance Analyst to monitor interactions between contact center agents and customers and ensure standards are met. You will partner with training staff to identify coaching trends, review performance data, and support improvements in customer experience through data-driven insights and actionable feedback.

This role emphasizes collaboration with supervisors and managers to implement quality programs, calibrate call monitors, and contribute

Qualifications

• High School Diploma or GED required.
• 2 years of insurance experience, contact center experience and/or quality assurance experience preferred.
• Proficiency in Microsoft 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.
• Uses 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 facilitates call calibration 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 experience

Interpersonal communication

Customer service

Education

High School Diploma or GED

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Jewelers Mutual Group in Wisconsin is seeking a Quality Assurance Analyst to monitor interactions between contact center agents and customers and ensure standards are met. You will partner with training staff to identify coaching trends, review performance data, and support improvements in customer experience through data-driven insights and actionable feedback.

This role emphasizes collaboration with supervisors and managers to implement quality programs, calibrate call monitors, and contribute