Contact Center Quality Assurance Associate
Contact Center - Quality Associate I
What’s it like to work here?
At National Life, do work that matters in a culture where people matter. Be part of a growing company, where you drive your career and have an impact every day. We believe that growth isn’t just about numbers, it's about keeping promises to our customers and each other. We see ourselves as “do gooders” who have been contributing to our company, our cause and our communities for over 170 years. Watch a few videos to get to know us.
National Life Group currently has an opening for a Quality Associate to work with the Contact Center to help to ensure that we are delivering positively transformative experiences through monitoring the transactions performed by our Contact Center associates. The Quality Associate also helps to proactively identify opportunities for process improvement, technological investment, and enhanced training to drive positive change to the customer and agent experience.
Key Responsibilities
- Observe, review, and record Contact Center transactions to ensure that the transaction was complete, accurate and in line with internal and external requirements
- Provide management reporting of Contact quality data (Calls, emails, chat, text, etc.)
- Assist with follow-up to policyholder or agent inquiries in regard to transactions
- Proactively seek process improvement opportunities
- 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
Qualifications: Does this sound like you?
- Strong Industry-specific product and process technical expertise
- Outstanding analytical and problem detection and solving skills
- Ability to work in a fast-paced environment, independently and as a team player.Must be comfortable providing reports and presentations to Leadership team
- Thorough and observant, with an eye for detail
- Customer focused with exceptionally strong communication skills
- Organized, driven, innovative and able to set and meet deadlines
- Proficient with the Microsoft Office suite (Outlook, Word, PowerPoint, Excel)
- Must be able to pass a background check
- College degree preferred