Customer Service Quality Analyst

Introduction

At Church Mutual, our customers are at the heart of everything we do. For more than 125 years, we've made it our business to protect those who serve and inspire others through our specialized insurance expertise and innovative solutions. Our customers do amazing things for the world -- when we protect them, we Stand for Good. We foster a workplace where all employees are treated with dignity and respect;

diversity, inclusion and belonging are woven into the fabric of our company through our customers, employees, leadership, business relationships and outreach programs.

What you'll be doing:

As part of the Service team, responsible for quality monitoring and tracking to aid in identifying customer service trends and evaluate quality of service delivered. Use multiple research approaches to gather customer feedback information about Service team performance and customer service delivery. Continuously collect and analyze data to inform and educate Service and organizational leaders about customer perceptions and the patterns of change.

Communicate ongoing training needs and resource improvement opportunities, identified through monitoring, to Service team leadership.

On any given day, you'll:

• Monitors service agent phone calls and/or written correspondence and scores according to organizational guidelines.
• As part of the Service team, provides support to both management and staff as needed.
• Provides coaching recommendations and support to the management team, skilled in coaching methods, and delivery in a respectful manner.
• Maintains quality assurance scores in the appropriate quality assurance
• Functions as a liaison between the customer and Service team operations, in regard to policy and procedure adherence.
• Interacts with key personnel to assess operational performance and identify opportunities for improvement.
• Disclose the impact of service quality initiatives and investments. Offer performance‑based data to reward excellent service delivery and correct poor service delivery. Supports corporate projects and special initiatives.
• Serve as a mentor and coach in a respectful manner for new team members during and directly following the training process.
• Provide regular feedback on the performance of Service team members to the appropriate supervisor.
• Be an active participant in the review and maintenance of procedure manuals and large group training opportunities as requested.
• Work collaboratively, in a team environment, to achieve corporate and team goals to enhance the customer experience. Assist others in work processes to accomplish team workload expectations.
• Remain current on company systems, forms, and procedures. Continue to develop knowledge of the property and casualty industry, religions, religious organizations, senior living, camps, schools, nonprofits, and operations specific to Church Mutual's business niche.
• Maintain confidentiality of the organization’s customers and data.
• Actively participate in individual and team trainings, meetings, and collaboration sessions.
• Suggest and participate in the development of improvements to drive effectiveness.
• Actively participates in other projects as assigned by management.

• Bachelor’s degree or equivalent experience is required.
• Property and casualty insurance license required. Relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state requirements.
• Minimum 4 years of experience in the Insurance Industry.
• Minimum 4 years of experience in customer service.
• Strong insurance industry, product, service, and process knowledge.
• Previous experience as Quality Analyst or Quality Auditor desired.
• Must be a self‑starter with the ability to work independently and in a team environment.
• Creative, highly motivated, result oriented, responsive, and decision-oriented individual with emphasis on detail, organization, and quality.
• Working knowledge of customer service procedures and practices.
• Superior interpersonal and motivational skills.
• Excellent written and verbal communications skills required.
• Previous leadership and/or quality review experience desirable.
• Comfortable leading, coaching, and…