Associate Quality Assurance Coordinator

Miami, Florida
Not Specified
May 18, 2024
Jul 16, 2024

Overview of Position

The Associate Quality Assurance Coordinator is a key position within our growing Miami office. As an Associate Quality Assurance Coordinator, you'll be a problem solver who likes to think on their feet and enjoy challenges. You will thrive in a fast paced and changing environment while identifying training and development needs for our Customer Service call center reps. You will be passionate about customer service, you'll listen, solve problems, answer questions and work to find a resolution.

What will be my duties and responsibilities in this job?

  • Identify QA deficiencies through root cause analysis.

  • Partner with Training and Management to identify programs that reduce errors, and improve both 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, product/benefit, and department/team.

  • Develop action plans to target deficiencies and improve results.

  • Ability to work with various skill sets, personalities, and working styles.

  • Work in conjunction with the Call Center Management team to improve the overall associate and department QA scores.

  • Attend and provide feedback for internal/external client calibration sessions for Customer Care.

  • Complete weekly/monthly side by side & silent monitoring based on established KPI's.

  • Maintain positive, productive, and effective relationships with peers, management, and call center employees.

What are the requirements needed for this position?

  • High school diploma or GED.

  • 2 years related experience for quality assurance in any industry.

  • This position is on-site in our Miami office.

What other skills/experience would be helpful to have?

  • 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.

  • Bi-lingual (English/Spanish).

Pay Range

$18.23 - $29.17

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

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What's the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America's Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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