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Customer Service Excellence Manager
1 week ago
U Trust Insurance Agency LLC is a rapidly expanding insurance agency that prioritizes delivering exceptional customer service experiences. With a presence in 31 states, we strive to provide innovative solutions that meet the diverse needs of our clients. As a seasoned professional, you will play a pivotal role in driving quality assurance, developing corporate education programs, and streamlining our service processes.
About the Role
The Quality Assurance and Training Specialist will be responsible for implementing quality assurance frameworks, auditing customer interactions, and providing actionable feedback to customer service representatives. This individual will also design and execute comprehensive training programs, maintain up-to-date training materials, and identify knowledge gaps to create targeted learning solutions.
This role requires a strong analytical mindset, excellent communication skills, and the ability to work collaboratively across departments to drive process improvements and enhance the customer experience.
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.
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.
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 Quality Assurance and Training Specialist. 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.
