Quality Assurance Analyst

About the position

The Quality Assurance Analyst at Generali Global Assistance is responsible for ensuring the quality and consistency of customer interactions. This role involves monitoring, evaluating, and improving customer service performance through detailed analysis and feedback. The analyst collaborates closely with the Manager of Operations Development and customer service teams to identify training needs, enhance quality performance, and increase company standards, ultimately contributing to customer satisfaction and retention.

Responsibilities

• Monitor and evaluate customer interactions accurately and efficiently.
• Assess calls and written interactions to ensure adherence to quality standards.
• Use evaluation forms and scoring systems to measure the performance of customer service representatives.
• Support growth of early life frontline reps by monitoring interactions to understand challenges faced and provide feedback to the training team.
• Interpret and implement quality assurance standards and evaluate their adequacy.
• Collaborate with the Manager and team to establish and update quality assurance guidelines and procedures.
• Attend training and quality collaboration sessions and provide monthly insights on QA areas of concern or that require improvement.
• Ensure compliance of customer service interactions with company policies, industry regulations, and legal requirements.
• Participate in internal and external audits to verify adherence to quality standards.
• Identify trends, issues, and potential improvement opportunities for customer service teams and present findings to the Manager.

Requirements

• Minimum of 1 year prior experience in Customer Service.
• Proven experience as a Quality Assurance Analyst or relevant role.
• Strong problem-solving and time management abilities.
• Exceptional judgment and ability to work under pressure.
• Great attention to detail and a result-driven approach.
• Prior supervisory experience.
• Excellent verbal and written communication skills.
• Superior interpersonal skills necessary to interact positively with clients, providers, and staff.
• Proficient in MS Office Suite.
• Possess strong analytical skills and understanding of statistical principles.

Nice-to-haves

• Industry experience highly preferred.
• 2 to 3 years prior experience in Customer Service.
• Bachelor's Degree in Management, Quality Assurance or similar scope preferred.
• Certifications including Quality Auditor, Quality Improvement Associate or Six Sigma preferred.

Benefits

• Travel reimbursement
• Paid parental leave
• Disability insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Parental leave
• Employee assistance program
• Vision insurance
• 401(k) matching
• Flexible schedule
• Life insurance