Quality Assurance Specialist
PFP - The Family Security Plan PFP - The Family Security Plan Orange, CT Orange, CT Full-time Full-time $20.
51 - $21.
53 an hour $20.
51 - $21.
53 an hour Are you interested in starting a career with an amazing company? At The Family Security Plan, our focus is on the employee and their growth.
From your first day with us, you'll be joining a company that values everyone's opinion, rewards and recognizes exemplary work, and prioritizes diversity, equity, and inclusion.
You will be part of a culture that cares about you and also loves to have fun! We make a difference in people's lives every day.
There's no better career than finding something you love and getting paid for it.
Are you our next dynamic employee? The Quality Assurance Specialist is responsible for monitoring, tracking and communicating quality assurance to ensure members, customers and credit union contacts are receiving the highest quality of service from our phone agents Responsible for analyzing and providing feedback for agents and management originating from, but not limited to, MBC, Business Development, Customer Connect and Customer care phone channels.
What's in it for you? We are currently offering $20.
51-$21.
53 hourly plus an extensive total rewards package! We are proud to offer a strong work life balance, a supportive environment, and a place where our employees can thrive.
Medical and dental insurance with generous employer contribution Flexible spending account Life and AD&D Insurance Access to The Family Security Plan Products Supplemental pet insurance Paid time off accrual program, paid holidays and volunteer time off Exercise/gym reimbursement What experience/skills contribute to a successful Quality Assurance Specialist? Exceptional listening, communication and analytical skills Strong attention to detail Intermediate level of knowledge in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Demonstrated ability to work well individually and on a team Licensed or the ability to obtain a state life and health insurance licenses Ability to navigate data base including CRM and Call Copy Professional verbal and written communication skills Strong multi-tasking, time management and organizational skills Customer Service experience and PFP product knowledge is required Call Center experience preferred.
Sales experience is a plus.
Proficient in Spanish is a plus.
What responsibilities are included in a typical day-to-day for a Quality Assurance Specialist? Perform call monitoring to ensure that all representatives are providing high quality sales and service, compliance and payment collection while utilizing proper procedures Have the ability to actively listen for extended periods of time Track performance at team and individual levels Responsible for accuracy of data and information that is submitted to department Prepare and analyze internal and external quality reports for management Participate in the design of call monitoring forms and quality metrics Support the necessary departments by providing data needed for inquiries and reports Regularly make suggestions for efficiencies, communication and decisions while utilizing established company policies and procedures Meet the weekly assigned workload Set priorities and meet deadlines Speak directly with phone reps and or managers Report on and send results by the weekly deadline Other duties as assigned by management.
Attend departmental, inter-departmental and company meetings Keep current with product knowledge, sales techniques, policies and procedures What does the schedule look like? Monday through Friday:
9:
00 am - 5:
00 pm, with one half hour unpaid lunch (overtime may be required) Monday and Wednesday - In Office, the rest of the week is work from home! Starting in September it will increase to 3 days in office This position is hybrid and will require the employee to be within commutable distance to our Corporate Headquarters (Orange, CT).
Estimated Salary: $20 to $28 per hour based on qualifications.
51 - $21.
53 an hour $20.
51 - $21.
53 an hour Are you interested in starting a career with an amazing company? At The Family Security Plan, our focus is on the employee and their growth.
From your first day with us, you'll be joining a company that values everyone's opinion, rewards and recognizes exemplary work, and prioritizes diversity, equity, and inclusion.
You will be part of a culture that cares about you and also loves to have fun! We make a difference in people's lives every day.
There's no better career than finding something you love and getting paid for it.
Are you our next dynamic employee? The Quality Assurance Specialist is responsible for monitoring, tracking and communicating quality assurance to ensure members, customers and credit union contacts are receiving the highest quality of service from our phone agents Responsible for analyzing and providing feedback for agents and management originating from, but not limited to, MBC, Business Development, Customer Connect and Customer care phone channels.
What's in it for you? We are currently offering $20.
51-$21.
53 hourly plus an extensive total rewards package! We are proud to offer a strong work life balance, a supportive environment, and a place where our employees can thrive.
Medical and dental insurance with generous employer contribution Flexible spending account Life and AD&D Insurance Access to The Family Security Plan Products Supplemental pet insurance Paid time off accrual program, paid holidays and volunteer time off Exercise/gym reimbursement What experience/skills contribute to a successful Quality Assurance Specialist? Exceptional listening, communication and analytical skills Strong attention to detail Intermediate level of knowledge in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Demonstrated ability to work well individually and on a team Licensed or the ability to obtain a state life and health insurance licenses Ability to navigate data base including CRM and Call Copy Professional verbal and written communication skills Strong multi-tasking, time management and organizational skills Customer Service experience and PFP product knowledge is required Call Center experience preferred.
Sales experience is a plus.
Proficient in Spanish is a plus.
What responsibilities are included in a typical day-to-day for a Quality Assurance Specialist? Perform call monitoring to ensure that all representatives are providing high quality sales and service, compliance and payment collection while utilizing proper procedures Have the ability to actively listen for extended periods of time Track performance at team and individual levels Responsible for accuracy of data and information that is submitted to department Prepare and analyze internal and external quality reports for management Participate in the design of call monitoring forms and quality metrics Support the necessary departments by providing data needed for inquiries and reports Regularly make suggestions for efficiencies, communication and decisions while utilizing established company policies and procedures Meet the weekly assigned workload Set priorities and meet deadlines Speak directly with phone reps and or managers Report on and send results by the weekly deadline Other duties as assigned by management.
Attend departmental, inter-departmental and company meetings Keep current with product knowledge, sales techniques, policies and procedures What does the schedule look like? Monday through Friday:
9:
00 am - 5:
00 pm, with one half hour unpaid lunch (overtime may be required) Monday and Wednesday - In Office, the rest of the week is work from home! Starting in September it will increase to 3 days in office This position is hybrid and will require the employee to be within commutable distance to our Corporate Headquarters (Orange, CT).
Estimated Salary: $20 to $28 per hour based on qualifications.
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