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Quality Assurance Specialist (Call Center)

Quality Assurance Specialist (Call Center)

Church Pension Group Services CorporationNew York, NY, United States
2 days ago
Salary
$79,000.00–$100,000.00 yearly
Job type
  • Full-time
Job description

Description

Department : Client Services

Job Type : Regular Full Time

Education Level : BA / BS or combination of education and experience

Required Years Experience : 5

Church Pension Group (CPG) is a financial services organization that serves the Episcopal Church, located in Midtown Manhattan. CPG was founded in 1917 to provide pension benefits to eligible clergy of the Episcopal Church. Since then, its mission has expanded to include life and disability insurance, health benefits, property & casualty insurance, and publishing.

The Quality Assurance Specialist reports to the VP Operational Training and QA. This role will be responsible for assessing, coaching, and implementing quality standards for inbound / outbound calls and processing service requests for our Client Service Team. This role will also establish guidelines governing customer interactions and overseeing monitoring programs such as targeted audits, peer-to-peer reviews, quality assurance reviews, etc.

The role will have a true commitment to our clients by building partnerships and business acumen to influence world-class customer service, while maintaining a commitment to educate the team on tools to provide an effortless experience with every interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Perform quality reviews; monitors inbound and / or outbound calls and service requests to analyze and evaluate customer service skills against established quality metrics, including but not limited, to call process measurements, accuracy of information, effective call management, and demonstrated professionalism
  • Conduct targeted audits and peer-to-peer reviews on specific processes to ensure quality expectations are consistently being met
  • Rate calls and processes according to pre-defined criteria, and record results for reporting purposes
  • Documents quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings.
  • Ensure all staff are informed of and comply with departmental policies and procedures and distribute information and material to staff as appropriate.
  • Develop and document necessary refresher job aids and policies as deemed necessary based on Quality results.
  • Investigate events where appropriate, determine the root causes of incidents and share information with appropriate CE Management within reasonable timeframes.
  • Communicate outcomes of QA audits to managers and leads, and clearly recommend individual coaching opportunities for staff
  • Provide monthly quality reports to senior management
  • Assist the training team with ongoing training for staff with regards to identified areas of improvement, system software usage, and other items that could influence audit quality
  • Effective performance of the essential functions of this position requires regular in-person, on-site interaction with colleagues, both for purposes of relationship building and meaningful collaboration.

QUALIFICATIONS

  • Combination of knowledge of Medical, Pension and Life Insurance products preferred.
  • Advanced knowledge of Microsoft Word, PowerPoint and Excel.
  • Excellent communication (both verbal and written), interpersonal, and organizational skills
  • Proven ability in judgment and handling angry / irate customers
  • Ability to expeditiously process quality transactions and provide follow-up as necessary
  • Ability to work as a team member and achieve team goals in a "customer-focused" environment
  • Knowledge of the organizational structure and functional responsibilities of the office, inter-related areas and organizations, and workflow procedures
  • Knowledge and understanding of functional terminology, guidelines and procedures, as well as products and policies
  • Operational and call center background a plus
  • Ability to balance and prioritize multiple projects
  • Ability to work well individually and in a team environment
  • Ability to demonstrate creativity and innovation while solving problems

    • EDUCATION and / or EXPERIENCE

  • BA\BS preferred. Combination of education and experience considered
  • 5+ years experience in Quality Assurance / Auditing, Call Center and / or Customer Service
  • Experience in auditing transactions (phone, email, claims, billing, back office, etc.) and providing constructive feedback, preferable in a high-volume contact center environment

    • PHYSICAL DEMANDS

    Extensive use of a computer keyboard is a demand of the position to perform the essential functions of this job successfully.

    WORK ENVIRONMENT

    Currently, hybrid work environment, which requires working in CPG's office Tuesdays through Thursdays and flexibility to work remotely on Mondays and Fridays. Church Pension Group employees must maintain a professional, compassionate, and trustworthy work environment always. Reasonable accommodations may be made to enable someone with a disability to perform the essential functions of the job within this environment.

    Salary Range : $79,000 - $100,000

    Join us and Create A Better Future For Yourself!

    Flexible Benefits available to eligible employees :

  • Medical (including Vision)
  • Dental
  • Supplemental Dental

    • Core Benefits automatically provided to eligible employees :

  • Employee Life Insurance
  • Spouse and Dependent Life Insurance
  • Accidental Death and Dismemberment (AD&D) Insurance
  • Short-Term Disability (STD) coverage
  • Long-Term Disability (LTD) coverage (elected as either pre-tax or after-tax)
  • Business Travel Accident Insurance
  • Worker's Compensation
  • Employee Assistance Program
  • Staff Retirement Plan
  • Other Post-Retirement Benefits

    • Elective Benefits available to eligible employees :

  • Flexible Spending Accounts (FSAs)
  • Commuter Benefits
  • New York's 529 College Savings Program (NY State residents)

    • Educational Assistance Program available to eligible employees

    Maternity / Paternity Leave available to eligible employees

    Time Off available to eligible employees : Vacation, Sick, Personal and Holidays

    In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Please understand that, as a general policy, CPG does not sponsor visas.

    EOE : Minorities / Female / Disability / Vet / Sexual Orientation

    If you are a CPG employee, please use your CPG email address when creating your profile to apply.