This position will be in our Financial Services Department. This job is responsible for identifying training and development needs for our Customer Service call center reps, servicing multiple clients. The Associate Quality Assurance Coordinator focuses on improving individual performance and the overall customer experience through call monitoring, side-by-side coaching, client call calibrations, and monitoring quality results.
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 and department
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 monthly side by side & silent monitoring based on established KPI’s
Maintain positive, productive, and effective relationships with management and call center employees
Liaison both internally and externally with clients, management, associates, and quality assurance
Review and evaluate claim decisions
What are the requirements needed for this position?
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
Displays 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 then escalate issues to appropriate leadership as needed
Success requires obtaining an intimate knowledge in the products and services.
Bi-lingual preferred (English/Spanish)
Pay Range:
$19.08 - $30.53Any 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.
If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.
Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.
For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.
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 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, 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. We call our culture The Assurant Way.
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.
AI and Biometric Usage
Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.
Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.
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.
Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.
Skills Required
- High school diploma or GED
- Three years of related quality assurance experience in any industry
- Intermediate proficiency in Microsoft Office, including Excel, Word, and PowerPoint
- Ability to build professional rapport with clients and customers over the phone
- Ability to work in a fast-paced, metric-driven environment and navigate a Windows environment
- Strong analytical skills
- Detail-oriented and project-oriented work style
- Strong organizational and time-management skills
- Ability to manage multiple priorities and work under pressure to meet deadlines
- Willingness to adapt to an evolving product and work environment
- Ability to work independently and communicate conversationally to promote dialogue and rapport
- Ability to coach call-taking representatives
- Relationship and partnership-building skills, including active listening, creative problem-solving, tact, and diplomacy
- Ability to assess, diffuse, and appropriately escalate difficult situations
- Ability to develop intimate knowledge of products and services
- General knowledge of quality assurance systems and tools
- Bilingual English and Spanish ability
Assurant Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Assurant and has not been reviewed or approved by Assurant.
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Healthcare Strength — Healthcare coverage is described as comprehensive, with multiple medical plan options, dental and vision, and added supports like mental health and wellness programs. Eligibility extending to part-time employees working 20+ hours/week and day-one access to medical coverage strengthens perceived protection.
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Retirement Support — Retirement benefits are positioned as a standout, featuring a 401(k) with a dollar-for-dollar match up to 6% of base salary. Additional financial programs such as an employee stock purchase plan with a discount add to the overall long-term value.
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Parental & Family Support — Family-focused benefits are broad, including paid parental leave, adoption/surrogacy assistance, fertility support, and backup care offerings. These provisions indicate material support for different family-building paths and caregiving needs.
Assurant Insights
What We Do
We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures, and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking, and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. We protect and secure: 62 million mobile devices 54 million motor vehicles 102 million household valuables, appliances, and electronics 31 million mortgages 55 million travelers and credit card holders And that's just the beginning.
