[Remote] Customer Service Quality Specialist
Note: The job is a remote job and is open to candidates in USA. Aegon is a company focused on providing quality assurance in customer service. They are seeking a Customer Service Quality Specialist to conduct quality assurance reviews, monitor service transactions, and provide recommendations for quality improvements.
Responsibilities
- Utilizes working knowledge of processing and quality functions, compliance with state and federal regulations, SOX, SEC, IMSA and quality functions in the Customer Contact Center
- Monitor accuracy, timeliness and efficiency of service transitions
- Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations
- Work with management staff on resolutions
- Regularly audit the work within the teams for accuracy and adherence to procedures, provide one on one coaching or training recommendations to management on areas requiring improvement
- Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective
- Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements
- Remain abreast of current procedures and changes
Skills
- Associates degree or equivalent work experience required
- Minimum of 0-1 years customer service experience required
- Ability to adapt to changing processes
- Meet multiple deadlines
- Strong communication skills
- Superior soft skills
- Working knowledge of insurance industry operations, SOX, state & federal regulations
- Strong analytical, organizational, problem solving and customer service skills
- Ability to differentiate between products and work types
- Strong verbal and written communication skills
- Positive professional attitude
- Ability to coach, motivate, and mentor others
- Attention to detail
- Seeking knowledge through LOMA & dept. classes
Benefits
- Annual Bonus based on the Company Bonus Plan/Individual Performance
Company Overview