Operations Specialist

Overview

Aon is looking for an Operations Specialist. As part of an industry‑leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of Aon’s Affinity business group within Aon Risk Solutions, in Alpharetta, GA.

Aon is in the business of better decisions: to protect and enrich the lives of people around the world. We shape decisions for the better to help our colleagues and clients succeed, united through trust as one inclusive team.

• Performs daily quality audits for Analysts as required as it pertains to benefit adjudication, customer care 2nd tier resolution, outbound calls, on-line chat and email, all while ensuring to meet specific client SLAs/SOPs.
• Conducts audits and identifies coaching opportunities; provides feedback to the Analysts.
• Responsible for documenting and filing all coaching documentation and emails in a timely basis as outlined in SOPs.
• Communicates with the management team about Analysts who are not meeting standards.
• Performs surveillance of day-to-day customer transactions/processes. Identifies opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process issues. Provides recommendations for policy and procedure changes that may enhance service productivity or the customer experience.
• Leads in the preparation of performance reporting to deliver in the monthly (or as assigned by client management) review calls with assigned clients. Leads in the preparation of performance reporting to deliver in the meetings.
• Identifies performance trends and patterns and makes appropriate training recommendations as well as recommendations for policy and procedure changes that may enhance service productivity.
• Leads in the annual audits with clients. Ensures all documentation of audits and coaching as required by assigned clients is completed on an ongoing basis.

• 2+ years of quality assurance experience, preferably in a contact center or insurance environment
• Possesses good working knowledge of adult learning styles, theories, and methods
• Excellent verbal and written communications skills
• Must be comfortable with technology and able to fully utilize PC office products such as Word, Excel, PowerPoint, and Outlook
• Ability to work independently and meet deadlines with strong organizational, analytical, and problem‑solving skills while fostering an environment of open communication and teamwork

• Bilingual in Spanish

• BS/BA degree preferred

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Our agile, inclusive environment supports wellbeing and work/life balance. We offer two Global Wellbeing Days each year and flexible working styles, including Smart Working.

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. At Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal histories are encouraged to apply.

We welcome applications from all and provide reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email Rea

For positions in San Francisco and Los Angeles, we will consider qualified applicants with arrest and conviction records in accordance with local Fair Chance ordinances.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

The salary range…