Quality Assurance & Training Coordinator - Customer Services

Shelter Mutual Insurance Company; Columbia Township (MO); On-site; USD 29,000 - 36,000; Full time

Benefits offered by this job

Health, Dental, Vision & Prescription

Savings & Profit Sharing

401(k)

Paid Time Off

Vitality Wellness Program

Dress for Your Day

Flexible Scheduling

Job summary

Shelter Insurance Co. is seeking a Quality Assurance & Training Coordinator to audit and elevate customer service by evaluating CSR performance and coaching individuals. The role designs and maintains the QA program, analyzes trends, and reports to management.

Collaboration with CS Trainers to create, update, and deliver department training is required. The starting pay ranges from $21.08 to $26.14 per hour, with Shelter maintaining broad salary ranges to reflect location, education, skills,

Qualifications

• Strong CSR expertise with thorough knowledge of product information, processes and procedures.
• Ability to obtain and maintain a P&C producer's license.
• Solid CSR competencies and proficiency levels.

Responsibilities

• Audit and assess CSR performance through evaluating calls and coaching sessions.
• Design and maintain the Quality Assurance program, track results and report findings.
• Collaborate with trainers to create, update and conduct department training.

Skills

CSR expertise

Verbal communication

Written communication

Active listening

Analytical thinking

Leadership

Computer skills

Education

P&C producer's license

Job description

A company built to serve you. It's your career, Shelter it!

Customer Services Quality Assurance & Training Coordinator

$21.08 - $26.14 starting pay

Job Level: Individual Contributor

Shelter maintains broad salary ranges for its roles in order to account for variations in geographic location, education, training, skills, relevant work experience, business needs and market demands. Please remember that this range is the starting base pay only and does not consider other components that make up the total rewards package for the position.

What You Will Be Doing:

The Quality Assurance & Training Coordinator is responsible for auditing and assessing the customer service skills and procedural adherence of new and existing CSRs/CARs through evaluating recorded and live calls, providing written feedback and conducting one-on-one coaching sessions with employees to facilitate a high level of accuracy and customer service.

The QA & Training Coordinator designs and maintains the Quality Assurance program, tracks results, analyze trends, diagnose root cause gaps, and report results and recommendations to management.

They work closely with the Customer Service Trainers to create, update, and conduct department training.

What We're Looking For:

Must demonstrate and maintain strong expertise in the CSR role. This includes having a thorough knowledge of company product information, processes, and procedures, and a proven track record of adherence in these areas, ability to obtain and maintain a P&C producer's license, and a thorough knowledge of CSR competencies and associated proficiency levels.

Excellent verbal and written communication skills with demonstrated ability to provide clear, concise, and tactful constructive feedback, effectively establish rapport, present information, and respond to questions from policyholders, employees, and management.

Ability to prioritize workload and work effectively and accurately in a fast-paced, high-pressure team environments meeting or exceeding monthly quotas.

Must be analytical, motivated, detail-oriented, results driven and possess excellent organizational skills and strong leadership qualities.

Strong active listening skills, particularly attention to detail, patience, and objectivity.

Sound judgement and decision-making skills required to lead quality calibration sessions.

Intermediate level computer skills required with proven adaptability to new programs and systems.

Preferred 1-2 years related call center experience and/or customer service experience, demonstrating leadership abilities, working knowledge of insurance industry, and Shelter's operations and procedures.

Ability to perform essential functions of the job, with or without a reasonable accommodation.

Benefits:

• Health, Dental, Voluntary Vision and Prescription Drug Insurance
• Savings and Profit Sharing
• 401(k)
• Paid Time Off for Sick and Personal Leave, Vacation and Holidays
• Vitality Wellness Program
• "Dress for Your Day" Dress Code
• Flexible Scheduling
• and much more!

#IND1#

If interested, please apply by: 11/20/2026

Company Description

The Shelter Insurance® group of companies is a leader in the insurance industry, providing customers with exceptional insurance and financial products and services. Since opening our doors in 1946, we have become one of the most successful and financially-sound, super-regional insurance groups in the country. We provide a variety of insurance options for our customers including auto, home, life and business insurance. We SHELTER what matters most – delivering protection, value, and peace of mind.

At Shelter Insurance, we value, celebrate, and invest in people. With over 75 years of success, we have built a strong foundation rooted in doing the right thing and making progress that truly matters - for our employees, our customers, and our communities. Our employees are the backbone of our success, which is why we are committed to fostering an inclusive environment, offering competitive benefits and meaningful opportunities for growth and development. We strive to honor our legacy, while innovating for a future full of opportunities.

Shelter has a purpose driven culture that centers on: Involvement Within Our Communities Financial Strength & Stability Benefits

DEI Statement

We champion diversity and strive to provide opportunities. Our family-oriented culture is one that promotes inclusion and positivity. Together we have achieved the winner of the Award for Best Places to Work since 2017! Shelter Insurance is proud to be Equal Opportunity Employers committed to creating a diverse and inclusive workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or other legally protected classifications. If you have a disability and require reasonable accommodations for any part of the selection process, we're here to help you out. Please email [e-mail].