A company built to serve you. It's your career, Shelter it!
Customer Services Quality Assurance & Training Coordinator
$21.08 - $26.14 starting pay
Job Level: Individual Contributor
Shelter maintains broad salary ranges for its roles in order to account for variations in geographic location, education, training, skills, relevant work experience, business needs and market demands. Please remember that this range is the starting base pay only and does not consider other components that make up the total rewards package for the position.
What You Will Be Doing:
The Quality Assurance & Training Coordinator is responsible for auditing and assessing the customer service skills and procedural adherence of new and existing CSRs/CARs through evaluating recorded and live calls, providing written feedback and conducting one-on-one coaching sessions with employees to facilitate a high level of accuracy and customer service. The QA & Training Coordinator designs and maintains the Quality Assurance program, tracks results, analyze trends, diagnose root cause gaps, and report results and recommendations to management. They work closely with the Customer Service Trainers to create, update, and conduct department training.
What We're Looking For:
- Must demonstrate and maintain strong expertise in the CSR role. This includes having a thorough knowledge of company product information, processes, and procedures, and a proven track record of adherence in these areas, ability to obtain and maintain a P&C producer's license, and a thorough knowledge of CSR competencies and associated proficiency levels.
- Excellent verbal and written communication skills with demonstrated ability to provide clear, concise, and tactful constructive feedback, effectively establish rapport, present information, and respond to questions from policyholders, employees, and management.
- Ability to prioritize workload and work effectively and accurately in a fast-paced, high-pressure team environments meeting or exceeding monthly quotas.
- Must be analytical, motivated, detail-oriented, results driven and possess excellent organizational skills and strong leadership qualities.
- Strong active listening skills, particularly attention to detail, patience, and objectivity.
- Sound judgement and decision-making skills required to lead quality calibration sessions.
- Intermediate level computer skills required with proven adaptability to new programs and systems.
- Preferred 1-2 years related call center experience and/or customer service experience, demonstrating leadership abilities, working knowledge of insurance industry, and Shelter's operations and procedures.
- Ability to perform essential functions of the job, with or without a reasonable accommodation
Shelter's uncompromising commitment to excellence doesn't stop with our customers. We recognize our employees are what make us a premier organization in the insurance industry. Shelter Employees enjoy such benefits as:
- Health, Dental, Voluntary Vision and Prescription Drug Insurance
- Savings and Profit Sharing 401(k)
- Paid Time Off for Sick and Personal Leave, Vacation and Holidays
- Vitality Wellness Program
- "Dress for Your Day" Dress Code
- Flexible Scheduling
- And much more!
#IND1#
If interested, please apply by:
11/20/2026Skills Required
- Strong expertise in the CSR role, including company products, processes, procedures, CSR competencies, and proficiency levels
- Proven track record of adherence to company products, processes, and procedures
- Ability to obtain and maintain a P&C producer's license
- Excellent verbal and written communication skills
- Ability to provide clear, concise, tactful constructive feedback and establish rapport
- Ability to present information and respond to questions from policyholders, employees, and management
- Ability to prioritize workload and work accurately in a fast-paced, high-pressure team environment
- Ability to meet or exceed monthly quotas
- Analytical, motivated, detail-oriented, results-driven, and highly organized
- Strong leadership qualities, active listening skills, patience, and objectivity
- Sound judgment and decision-making skills to lead quality calibration sessions
- Intermediate computer skills and adaptability to new programs and systems
- 1-2 years of related call center or customer service experience
- Leadership abilities and working knowledge of the insurance industry and Shelter operations and procedures
- Ability to perform essential job functions with or without reasonable accommodation
What We Do
Shelter Insurance® is a property casualty insurance company offering auto and home insurance in addition to several other insurance products, including: Life Insurance Renters Insurance Motorcycle Insurance RV Insurance ATV Insurance Boat Insurance Umbrella Insurance Personal Articles/Inland Marine Insurance Farm Insurance Business Insurance Shelter Insurance® products are sold by agents in 15 states— Arkansas, Colorado, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, Nebraska, Nevada, Ohio, Oklahoma and Tennessee. We consistently receive high ratings from A.M. Best Company (a national firm that rates the financial strength and operating performance of insurance companies) and we are a mutual insurance company, which means we are owned by our policyholders rather than stockholders, and governed by a Board of Directors. We believe integrity and a commitment to continuous improvement are essential, and we make customer service one of our top priorities. Our primary goal is to be a benefit to our customers, communities, employees and our nearly 1,400 licensed agents as we find ways to maintain our strong financial position and protect our policyholders. That view has served us well throughout our company’s history, and we expect it to carry us well into the future. The Past to the Present We opened our doors in 1946, but in those days, we were MFA Mutual Insurance® and we only offered auto insurance. We also only operated in Missouri. Through the years, the Shelter Insurance Group of Companies has expanded to 21 states and offers far more products than we did in 1946. The Group of Companies includes Shelter Life Insurance Company, Shelter Reinsurance® and AmShield Insurance®. Our Vision Redefine value in the insurance industry. Our Mission Statement Be a leader in our communities by providing daily value while we SHELTER what matters most.
