The Quality Assurance Administrator (Hybrid) will monitor and assess interactions between agency services and agency technical support with company agents. They will assist with process development, identification and development of training methods, plan and coordinate training events, professional staff development, and monthly KPI development related to quality assurance and review project requests. In addition, act as a liaison between agency services and technical support with application development and project management and conduct project regression testing.
Duties & Responsibilities:
- Perform monitoring of all interaction types between customers including calls, web chat, email, and face to face interactions.
- Conduct reviews and coaching sessions with staff in one on one or group settings.
- Review and make recommendations for improvements to the QA process.
- Assist in creation and maintenance of system for reviews with employees.
- Assist in creation and maintenance of employee training and development as it pertains to quality and customer experience.
- Attend monitoring and coaching seminars and make use of content to improve Quality Assurance program.
- Attend customer experience division coaching meetings for company consistency.
- Assist with development of KPI’s.
- Assist with review of project requests for accuracy and make recommendations.
- Assist in review and testing of Application Development and Project Management projects.
- Complete assessments and scorecards of interactions for defined percentage of all interactions.
- Track monthly KPI’s.
- Establish and maintain good relationships within all divisional teams.
- Attend monitoring and coaching seminars for improve quality assurance program.
- Other duties as assigned.
Requirements:
- High School diploma
- Prior experience in related service or technical insurance role
Qualifications/Skills:
- Good working computer skills and knowledge of company systems and applications and Microsoft Office.
- Knowledge of the insurance industry and company processes in underwriting, claims, and accounts.
- Working knowledge of all company affiliated agency facing products and systems.
- Strong analytical skills.
- Strong documentation and organizational skills.
- Customer service oriented with proactive approach to problem solving.
- Strong oral, listening, and written communications skills.
- Strong interpersonal skills.
- Professional approach to independent or team work and change.
Market Range: 5 / 40 hours / Hybrid - 2 Days in Office
Salary Range: $44,885 - $69,821
Accepting applications through: 6/2/26
Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- High School diploma
- Prior experience in related service or technical insurance role
What We Do
NYCM Insurance is a property and casualty insurance carrier that has been providing coverage to residents and businesses in New York since 1899. With a team of over 975 employees, and a network of over 1,400 independent agents, NYCM is dedicated to providing superior service and a quality customer experience. Our story began in Edmeston, NY – a tiny rural town known for its agricultural community – when one farmer lost everything in a fire. Realizing that the town needed to be better prepared for the future, 27 businessmen and residents came together to pool money and protect one another from fires and lightning, officially establishing the New York Central Mutual Fire Insurance Company under founder VanNess D. Robinson in 1899. We are a family founded and run company and believe in staying true to our small-town roots. Over 120 years later, we’re still operating in our original town of Edmeston, NY and have expanded to include three additional offices in Sherburne, Orchard Park and Canajoharie, further investing ourselves in New York State and our local communities. We are also highly invested in our 900+ employees. We know that our best work comes from an inspired internal culture and our drive to succeed as a team. Between our employee base and a network of over 1,200 independent agents, NYCM Insurance is proud to service over 525,000 insureds. Our insurance lines include Home, Auto, Umbrella, Commercial and more. NYCM Insurance is proud to work with various partners to offer additional types of coverage for many areas of your life including special events, motorcycles, off-road vehicles, bicycles, yachts, collector cars and more. These partnerships help us ensure that you and yours are always protected no matter what life throws at you. At the end of the day, our reason for doing business is the same as it was 120 years ago. We believe in providing genuine care; so that we can all have hope for a better tomorrow and the courage to persevere.
