PRIMARY PURPOSE:

Responsible for conducting quality evaluations for Customer Service staff, Back Office staff, Direct Sales staff, and independent agents using predefined quality measurements and expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Conduct quality evaluations, both verbal and written, for all states, products and lines of business based upon current practices and procedures established within the Sales, Service and Back Office departments for new and existing employees
• Use discretion to identify underwriting and behavioral opportunities that impact performance of the individuals being evaluated
• Review and evaluates Independent Agent performance as it pertains to retaining file documents
• Identify, track, and communicate quality review results to departmental managers and senior leadership
• Monitors trends in performance to identify training needs
• Work with management and/or Learning and Development Department to develop training plans
• Provide leadership, guidance, and training to peers, internal, and field customers
• Attend and facilitate training classes, calibration sessions, and team meetings in order to stay abreast of current procedures and business needs
• Provide assistance to Policy Operations and/or Direct Sales teams in an effort to reinforce skills

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED)
• Fully bilingual in English and Spanish
• Prior experience in Claims/Sales/Agency/Service capacity within an insurance environment
• Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
• Demonstrated integrity within a professional environment
• The ability to coach and mentor others and handle confidential performance issues
• Demonstrate the ability to resolve conflicts and handle confrontation with professionalism
• Must possess effective verbal and written communication skills
• Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
• Highly effective in managing change, multiple priorities, and exercising sound judgment
• High degree of dependability and motivation
• Demonstrate the ability to analyze quantitative results and offer feedback to improve performance
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

DESIRED SKILLS:

• In-depth knowledge of all evaluated company functions, processes, guidelines, and workflows
• A strong understanding of the company brand and ability to exhibit the behaviors associated with it
• Experience with company programs for all states and lines of business
• Prior auditing, quality review, and/or training experience
• Experience with ICBM and I3 Interaction Recorder