This role is responsible for assessing the quality of performance on verification calls for the Quality Assurance Call (QAC) Department. The Quality Monitor will monitor, inspect, and report on the accuracy of the departments inbound and outbound verification phone calls. This individual will maintain an open communication bridge between Management and Underwriting to ensure our final product is meeting all verification standards.
Primary Duties & Responsibilities
- Excellent listening, verbal, written and interpersonal communication skills.
- Ability to maintain confidentiality.
- Strong attention to detail, follow-up skills, and consistency.
- Excellent data collection and analysis skills.
- Ability to keep self-organized and work on own initiative.
- Effective time management with the ability to perform in a fast-paced environment where deadlines are a factor.
- Proven understanding of the Departments verification process for all lines of business.
- Use quality monitoring system(s) to compile and grade individual or team performances.
- Preform call monitoring audits to provide feedback on performance with accuracy and efficiency.
- Provide data to various internal groups as needed.
- Proficient knowledge of Microsoft Office applications.
- Other related duties and responsibilities as assigned
Applicable to all employees of Globe Life & Accident and its subsidiaries:
- Reliable and predictable attendance of your assigned shift
- Ability to work full time and/or part time based on the position specifications
Required Skills
Knowledge, Skills, & Abilities
- Strong critical thinking and problem-solving skills required
- Clear, concise, and effective communication skills (both written and verbal)
- Working knowledge of an inbound & outbound call center environment
- Proficiency with MS Office (Word, Excel, Outlook)
- Experience working with Calabrio call recording preferred
Required Experience
Education & Work Experience Required
- Bachelor’s degree or 2+ years working in a call center environment, or a combination thereof
- 2+ years of experience with analysis and planning