Quality Assurance Analyst

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

Summary:
The Quality Assurance Analyst monitors and analyzes the interactions between the contact center agents and customers to ensure agents are performing to standards. The Quality Assurance Analyst provides feedback to supervisors, managers, and agents regarding the agent performance. The Quality Assurance Analyst works with our training staff to identify training and coaching trends that may need to be addressed. This position is also key in recognizing any and technology implementations that may be necessary to enhance the customer experience.

Why Jewelers Mutual:

Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.

As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.

We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people.

Here, you’ll:

• Move fast and embrace change
• Always look for better ways
• Grow, thrive, and help shape what’s next

Join us and be part of a culture where you can make an impact while building your future.

What You’ll Do:

• 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.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You’ll Bring:

Minimum 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

Preferred Qualifications

• Bachelor's degree
• Jewelry industry experience

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.

What We Offer You:

• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
• Collaborative Culture: Work alongside talented, passionate peers who value ownership and continuous learning.
• Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
• Great Place to Work Certified: Join a team recognized for an environment of innovation and growth.

Accessibility and Accommodations

We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting [e-mail].