Insurance Quality Control III

Schedule

Monday - Friday 8:30am-5pm

• Responsible for performing all regular duties of the QC Evaluator III. Duties include evaluating using pre-set guidelines, conducting routine and non-routine monitoring, and evaluating calls in an objective and non-bias manner.
• Attend call calibrations meetings, provide consistency with candid feedback, including concerns and pre-established alerts. Regularly identify and provide written recommendations of the specific observable and measurable behaviors requiring coaching and trends observed. Identify opportunities for learning and knowledge, make recommendations, and support development of solutions to address performance gaps.
• Conduct call monitoring of inbound and outbound phone calls. Score calls according to QA specifications by reviewing internal library, procedures, and company guidelines. Document feedback in CRM and QA database in a clear, concise, and non-biased manner. Review the customer interaction in its entirety, including phone calls, endorsement processing of any requests presented by the insured, proper documentation of agency management system and all correspondence sent to the insured.
• Perform trend/error analysis and develop recommendations for management to support initiatives including process/procedure improvements and identifying training gaps. Analyze trends at the member and team levels and regularly provide reporting on observed trends and their business impact along with insight and recommendations. Routinely report on business insights and innovation recommendations gained through observation of employee and member interactions. Regularly recommend ways to continuously improve business performance.
  
  Analyze call and/or interaction trends to identify training opportunities and communicate opportunities to management. Present all findings in an actionable manner to enhance performance.
• Support the design of additional training and/or job aids by providing specific situations and issues encountered, to be used as situational learning examples. Develop and maintain a best practice library.

• High School Diploma or GED required
• Associate's Degree preferred

• 3+ years experience in the Insurance industry required
• 2+ years experience in quality, data and report analysis required
• 1+ years in preceding job level required
• 1+ years indirect leadership experience preferred

• Valid Personal Lines License required
• Insurance Designation (ARC, CISR, ACSR) within 12 months

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class.

We thrive when our team members bring their whole selves to work.