Quality Associate I
Quality Associate
This position is within our Customer Innovation Group and is focused on providing a great product and experience to our buying and selling customers. The role is part of a team responsible for performing quality reviews on transactions to make sure they meet customer expectations and are compliant with expected standards.
Associates who specialize in this area help to ensure that we are delivering as expected through monitoring the quality of our transactions. Associates must fully understand the requirements and have a sense of responsibility towards our customers.
Quality Associates also work with a variety of teams within the Customer Innovation Group and help to proactively identify opportunity for process improvement in order to drive positive change to the customer and agent experience.
Key Responsibilities
- Review transactions to ensure that the transaction was complete, accurate and in line with internal and external requirements
- Assist with various tasks and functions that support our larger operational teams
- Assist with follow up to policyholder or agent inquiries in regards to transactions
- Be proactive about opportunities for process improvement and help develop more efficient procedures
- Understand customer and agent needs and requirements to execute effective quality control processes
- Implement quality assurance standards and assure ongoing compliance with quality and industry standards
- Depending on the area supported, this role may mail policy documents as necessary and in accordance with necessary requirements
Requirements
- Thorough and observant, with an eye for detail
- Strong communication skills
- Customer focused
- Organized and driven
- Proficient with the Microsoft Office suite (Outlook, Word, Excel)
- Ability to meet established deadlines must be able to work independently and as a team player
- Ability to work in a fast-paced environment strong interpersonal skills a must
- Establish and maintain effective working relationships
- Strong problem solving skills
- Conscientious and responsible
- Must be able to pass a background check