Workforce Management (WFM) & Quality Assurance (QA) Analyst

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

Overview

We are seeking a Workforce Management (WFM) & Quality Assurance (QA) Analyst to support, maintain, and optimize Workforce Management, Quality Assurance, and Contact Center applications. Responsibilities include workforce management scheduling and real-time adherence during live operations, including analysis and reporting for customer support, claims, and the sales departments.

Responsibilities

• Perform quality assurance by reviewing and evaluating customer contacts from all channels (Call, Chat, Text and Email).
• Identify and report patterns and opportunities to optimize the current WFM, Quality Assurance, and Contact Center platforms.
• Run extensive reporting for leadership.
• Work with minimal supervision and using initiative and independent judgment.
• Demonstrate a general understanding of the assigned function or business area.
• Conduct QA reviews and evaluations for inbound and outbound calls, as well as written channels like chat, text, and email to ensure customer satisfaction.
• Meet monthly QA quotas, analyze trends, and provide regular reporting.
• Maintain knowledge of company guidelines, provide technical support, and serve as a subject matter expert in collaboration meetings.
• Flexibility to respond to emergencies and assist other departments as needed.

Minimum Requirements

• High school diploma or equivalent
• One (1) years of experience of industry experience in property insurance or property claims is required
• Or an equivalent combination of education, certification, training, and experience
• Advanced understanding of underwriting and claims processes and procedures
• Understanding of customer experience best practices
• Ability to work independently with minimal supervision under tight deadlines

Certifications And Licenses

• May be required to possess a valid state of Florida driver’s license
• Florida property & casualty (P&C) 440 license
• Insurance industry designations or trade certifications

Preferred Qualifications

• Six (6) months of industry experience in property & casualty underwriting
• Experience with Five9 and/or other CX and workforce management platforms
• State of Florida 2:20 General Lines Agent License
• Understanding of workforce management best practices and principles
• Bilingual (English / Spanish)

Seniority level

• Associate

Employment type

• Full-time

Job function

• Strategy/Planning and Information Technology

Industries

• Insurance