Associate Quality Assurance Coordinator – Financial Services

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $19 - $30 / hour

⏰ Full Time

🟡 Mid-level

🔧 QA Engineer (Quality Assurance)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Assurant

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1892

💼 Consulting

📦 Logistics

💸 Finance

💰 Post-IPO Debt on 2023-02

Consulting • Logistics • Finance

Assurant is a global company specializing in providing consumer-centric support and protection services. With a presence in over 21 countries across regions like North America, Europe, Latin America, and Asia-Pacific, Assurant helps over 300 million consumers through services like technology protection, claims resolution, and financial services. The company emphasizes innovation, remote work opportunities, and global collaboration, with teams skilled in technology, claims, customer service, and finance. Assurant offers a competitive benefits package and is committed to equal employment opportunities and work-life balance.

📋 Description

• Identify QA deficiencies through root cause analysis • Partner with Training and Management to identify programs that reduce errors and improve individual and department results • Develop tools, resources, and job aids to improve individual and overall results • Balance priorities to achieve deadlines and key target expectations • Provide statistical data and patterns of top errors by client and department • Develop action plans to target deficiencies and improve results • Work with various skill sets, personalities, and working styles • Work with the Call Center Management team to improve associate and department QA scores • Attend and provide feedback for internal/external client calibration sessions for Customer Care • Complete monthly side-by-side and silent monitoring based on established KPIs • Maintain positive, productive, and effective relationships with management and call center employees • Liaise internally and externally with clients, management, associates, and quality assurance • Review and evaluate claim decisions

🎯 Requirements

• High school diploma or GED • 3 years related experience for quality assurance in any industry • Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint) • Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner • Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a Windows environment • Strong analytical skills • General knowledge of QA systems and tools preferred • Detail and project oriented • Strong organizational and time management skills • Ability to handle multiple tasks simultaneously with priorities and work under pressure to meet deadlines • Willingness to adapt to a constantly evolving product and work environment • Ability to work independently and communicate in a conversational manner that promotes dialogue and establishes rapport • Ability to coach call taking representatives • Ability to develop relationship/partnership-building skills, listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes • Ability to effectively assess and diffuse difficult situations and escalate issues to appropriate leadership as needed • Intimate knowledge of the products and services required for success • Bi-lingual (English/Spanish) preferred

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