WFM & QA Analyst: Real-Time Contact Center Optimizer

Security First Insurance; Ormond Beach (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

A regional insurance company is seeking a Workforce Management & Quality Assurance Analyst in Ormond Beach, Florida. The candidate will support and optimize the Workforce Management and Quality Assurance aspects of the Contact Center. Ideal candidates have experience in property insurance and possess strong analytical skills. This full-time role ideally requires bilingual capabilities and offers room for professional growth.

Qualifications

• 1 year of experience in property insurance or property claims required.
• Advanced understanding of underwriting and claims processes.
• Flexibility to respond to emergencies and assist other departments as needed.

Responsibilities

• Conduct quality assurance reviews for customer contacts across all channels.
• Run extensive reporting for leadership.
• Maintain knowledge of company guidelines and serve as a subject matter expert.

Skills

Understanding of customer experience best practices

Ability to work independently under tight deadlines

Bilingual (English / Spanish)

Education

High school diploma or equivalent

Tools

Five9 and/or other CX and workforce management platforms

Job description

A regional insurance company is seeking a Workforce Management & Quality Assurance Analyst in Ormond Beach, Florida. The candidate will support and optimize the Workforce Management and Quality Assurance aspects of the Contact Center. Ideal candidates have experience in property insurance and possess strong analytical skills. This full-time role ideally requires bilingual capabilities and offers room for professional growth.