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Quality Assurance and Training Specialist

1 week ago

Stockholm, Stockholm, Sweden U Trust Insurance Agency LLC Full time
About U Trust Insurance Agency LLC
At U Trust Insurance Agency LLC, we pride ourselves on delivering reliable and innovative solutions to our clients across 31 states. As a growing insurance agency, we are committed to excellence in customer service and seek a dedicated professional to elevate the quality of our service and ensure our team delivers exceptional experiences to our clients.

About the Role

The Customer Service Quality Lead will be responsible for driving quality assurance, developing corporate education programs, and enhancing our service processes. In this role, you will analyze customer service workflows, identify inefficiencies, and recommend improvements to streamline operations and enhance the customer experience.

This is an exciting opportunity to shape the customer service landscape at U Trust Insurance and make a lasting impact. The successful candidate will have a strong analytical mindset, excellent communication skills, and the ability to work collaboratively across departments to drive process improvements.


Responsibilities

  • Quality Monitoring & Assurance

    • Develop and implement quality assurance frameworks to monitor and evaluate customer interactions.

    • Audit calls, emails, and other communication channels to ensure compliance with standards.

    • Provide actionable feedback and coaching to customer service representatives to maintain and improve performance.

  • Corporate Education & Training

    • Design and execute comprehensive training programs for new hires and ongoing skill development.

    • Maintain up-to-date training materials and align them with corporate goals and client needs.

    • Identify gaps in knowledge and create targeted learning solutions.

  • Service Process Improvement

    • Analyze customer service workflows and identify inefficiencies.

    • Recommend and implement improvements to streamline operations and enhance the customer experience.

    • Collaborate with cross-functional teams to introduce best practices and tools that support productivity.

What We're Looking For

  • Experience:

    • Minimum 3 years of experience in quality assurance, customer service leadership, or a similar role.

    • Background in the insurance or financial services industry is a plus.

  • Skills & Knowledge:

    • Strong knowledge of quality assurance methodologies and service improvement strategies.

    • Proven ability to design and deliver effective training programs.

    • Analytical mindset with the ability to interpret data and drive decisions.

    • Proficiency with tools such as LMS platforms, Office 365, and CRM systems.

  • Personal Attributes:

    • Exceptional communication and coaching skills.

    • Detail-oriented with excellent organizational abilities.

    • Collaborative and able to work across departments effectively.

  • Education:

    • Bachelor's degree in Business Administration, Education, or a related field is preferred.

Trial Period:

The selected candidate will undergo a trial period of 2 months. During this time, we will assess your performance and suitability for the role.

How to Apply:

We are seeking a motivated and detail-oriented professional to take on the critical role of Customer Service Quality Lead. If you are passionate about quality assurance, corporate education, and process improvement, we encourage you to apply. While prior experience in customer service, quality assurance, and training is preferred, we welcome applications from all candidates who meet the qualifications and possess the required skills.

To apply, please submit your resume and a cover letter highlighting your relevant experience, achievements, and why you are an ideal fit for this position.