Quality & Training Lead - Customer Service

Shelter Insurance Co.; 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

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,