Job Summary:
Responsible for conducting quality evaluations of product knowledge and customer care call coaching to employees to achieve adherence to customer interaction standard processes, transactional accuracy guidelines, regulatory compliance, and company policies in the contact centers. Provide verbal and written feedback regarding accuracy and competencies to employees and leadership.
Key Responsibilities:
- Conducts quality evaluations, both verbal and written, for all states, products and lines of business based upon current practices and procedures established within the Sales, Service and Back Office departments for new and existing employees
- Uses discretion to identify opportunities that impact performance of the individuals being evaluated
- Reviews and evaluates Independent Agent performance as it pertains to retaining file documents
- Identifies, tracks, and communicates quality review results to departmental managers and senior leadership
- Monitors trends in performance to identify training needs
- Works with management and/or Learning and Development Department to develop training plans
- Provides leadership, guidance, and training to peers, internal, and field customers
- Attends and facilitates training classes, calibration sessions, and team meetings in order to stay abreast of current procedures and business needs
- Provides assistance to Policy Operations and/or Direct Sales teams in an effort to reinforce skills
Supervisory Responsibilities:
- This job does not have supervisory duties
Preferred Qualifications:
Education and Experience
- High school diploma or equivalent
- 3 or more years of related work experience
Certificates, Licenses, Registrations
- None
Functional Skills
- Strong verbal and written communication skills
- Advanced listening skills
- Effective planning and organization skills
- Strong analytical and creative thinking skills
- Ability to coach and mentor others and handle confidential performance issues
- Ability to resolve conflicts and handle confrontation with professionalism
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Ability to analyze quantitative results and offer feedback to improve performance
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.