Quality Assurance Analyst — Contact Center Insights

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

Benefits offered by this job

Competitive benefits

PTO & leave

401(k) matching

Volunteer time

Charitable gift matching

Job summary

Jewelers Mutual Insurance Group in Wisconsin is seeking a Quality Assurance Analyst to monitor interactions between contact center agents and customers, ensuring performance to standards and feedback to supervisors.

You’ll work with training staff to identify coaching trends and partner on quality initiatives, using monitoring data to drive improvements in customer experience and reporting to management.

Qualifications

• High School Diploma or GED required.
• Minimum 2 years in insurance, contact center, or quality assurance.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Excellent oral and written communication skills.
• Wisconsin Property/Casualty Insurance license 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.
• Uses quality data systems to compile and track performance at team and individual levels.
• Participates in customer listening programs to identify needs and expectations.
• Provides actionable data to internal teams as needed.
• Coordinates and facilitates call calibration sessions for staff.
• Prepares and analyzes internal and external quality reports for management.

Skills

Call monitoring

Quality data analysis

Written & verbal comms

Customer service

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Jewelers Mutual Insurance Group in Wisconsin is seeking a Quality Assurance Analyst to monitor interactions between contact center agents and customers, ensuring performance to standards and feedback to supervisors.

You’ll work with training staff to identify coaching trends and partner on quality initiatives, using monitoring data to drive improvements in customer experience and reporting to management.