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We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Company. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance.
In this position, you will review prerecorded and real-time IT Help Desk conversations for quality assurance providing direct feedback and/or coaching to the agents. Utilize in-depth knowledge of the IT Help Desk established customer service guidelines, Service Level Agreements, and industry best practices to ensure the agents are interfacing with customers according to the IT Help Desk standards. Coach and mentor agents, and may coordinate with IT HR Training in the design and delivery of training programs that will enhance agent performance in support of operational goals and objectives.
About the job:
Reviews prerecorded and real-time IT Help Desk conversations.
Evaluates content of calls comparing to predefined best practices including phone etiquette, customer service/support skills, and correctness /completeness of information provided.
Completes call evaluation forms for each call reviewed and comments on specific areas where the call could be improved or was outstanding.
May handle escalated complaint calls for prompt resolution.
Accesses, requests and evaluates various reports such as daily Client Impact reports, Crisis Reports, Weekly and Monthly call volume statistics, Monthly First Call Resolution reports, Escalations by Support Group, etc.
Identifies trends where additional training is needed on a department-wide or individual basis.
Performs needs assessments and assists in the design and facilitation of training.
Through QA process, and input from Manager, Supervisors and Senior Agents, provides coaching and mentoring in areas where performance gaps are identified.
Works with Manager, Supervisors and Senior Agents to evaluate agent performance by establishing Quality related objectives and measures for agents.
Responsible for providing Managers, Supervisors and Agents with Daily, Weekly and Monthly Metrics reports.
Bachelor’s degree or equivalent training.
Minimum 3 years’ experience required, with 1-2 years Quality Assurance or related training experience.
Must possess strong interpersonal and influencing skills in order to communicate effectively with the Management team, Agents and customers.
Strong oral and written communication skills. Strong organizational skills.
Strong understanding of unit operational metrics and reporting mechanisms to produce metrics.
We take care of our employees…
We strongly believe that a great job should keep you happy both at work—and in life. That’s why we offer:
Career development, programs and classes
Diversity & Inclusion programs
College Savings Plan
Company was named as a ‘2016 Great Place to Work’ by Great Place to Work US.
For more info about our benefits -
Learn more about Tech at Company - Company website-jobs
Check out our Tech at Company YouTube playlist - Company website?list=PLxUNmyJ_IIGx9yoUJfQ8k5APAK3-KAa6j
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