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Associate Quality Assurance Coordinator
| Company | Assurant |
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| Location | Miami, FL, USA |
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| Salary | $18.65 – $29.84 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- High school diploma or GED.
- 2 years related experience for quality assurance in any industry.
- This position is on-site in our Miami office.
Responsibilities
- Identify QA deficiencies through root cause analysis.
- Partner with Training and Management to identify programs that reduce errors, and improve both individual and department results.
- Develop tools, resources, and job aids to improve individual and overall results.
- Balance priorities to achieve deadlines and key target expectations.
- Provide statistical data and patterns of top errors by client, product/benefit, and department/team.
- Develop action plans to target deficiencies and improve results.
- Ability to work with various skill sets, personalities, and working styles.
- Work in conjunction with the Call Center Management team to improve the overall associate and department QA scores.
- Attend and provide feedback for internal/external client calibration sessions for Customer Care.
- Complete weekly/monthly side by side & silent monitoring based on established KPI’s.
- Maintain positive, productive, and effective relationships with peers, management, and call center employees.
Preferred Qualifications
- Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint).
- Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner.
- Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a Windows environment.
- Strong analytical skills.
- Bi-lingual (English/Spanish).
