*Mon-Fri 7:30-4 or 8:00 to 4:30. Might be needed to work evenings/weekends occasionally
The Quality Assurance position will support the quality assurance initiatives and standards of the customers’ experience through customer interaction evaluations and analysis. This position will coach customer facing team members on customer interactions based on scored interactions. The Quality Assurance also partners with leadership in developing training to improve in areas of opportunity to maintain a high level of service and customer satisfaction.
Duties & Responsibilities:
- Score calls and coach customer facing team members to enhance our customers’ experiences through voice, chat, and other personal interactions.
- Assist with new hire training to ensure effective instruction of all concepts, procedures, and established standards.
- Assist with the development and implementation of training for new procedures, soft skills, refresher training and other training and development initiatives.
- Facilitate peer reviews and calibration sessions with customer facing team members and supervisors to ensure consistency in interaction management quality standards.
- Assist with special projects, new procedures and/or enhancements to existing procedures as needed.
- Track score card information for performance reviews.
- Clearly and accurately document all transactions and interactions in the company systems.
- Other duties as assigned.
Requirements:
- High school diploma or GED
- 2 years in customer service, insurance, or a related field
Qualifications/Skills:
- Working knowledge of product line concepts, practices and procedures within claims, accounts, underwriting, distribution, and brand divisions.
- Good personal computer skills, including electronic mail, routine database activity, word processing, and Microsoft office.
- Ability to learn, understand a variety of computer applications used in the insurance industry and call centers.
- Good written, oral, and listening communication and strong interpersonal skills.
- Adaptability.
- Organizational, multi-tasking, attention to detail, and time management skills.
- Logical with critical thinking and problem-solving skills.
- Positive and professional attitude while working independently or in a team.
Market Range 4 / 40 hours per week
Salary Range: $41,560 - $64,649
Accepting applications through: 6/29/2026
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 or GED
- 2 years in customer service, insurance, or a related field
- Working knowledge of product line concepts, practices and procedures within claims, accounts, underwriting, distribution, and brand divisions
- Personal computer skills including electronic mail, routine database activity, word processing, and Microsoft Office
- Ability to learn and use a variety of computer applications used in the insurance industry and call centers
- Good written, oral, and listening communication and strong interpersonal skills
- Adaptability
- Organizational, multi-tasking, attention to detail, and time management skills
- Logical critical thinking and problem-solving skills
- Positive and professional attitude while working independently or in a team
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.
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