Call Center Quality Control Technician Job at Baldwin Risk Partners
As a Call Center Quality Control Technician, you will support call center quality control initiatives within area of responsibility by evaluating processes, identifying opportunities for efficiency and continuous improvement, recommending solutions to operational challenges, and sharing subject matter expertise with senior team members.
Primary Responsibilities
- Complete call center quality inspections by evaluating processes for the business unit and quality team, understanding scope of development capabilities and utilizing knowledge of operating policies and procedures
- Collaborate with team leaders by sharing analyses of department processes, building regular and ad-hoc quality performance reports and translating metrics into actionable plans
- Assist with training of new call center team members by sharing call center knowledge, demonstrating responsibilities through job shadowing and responding to various questions
- Assist with record-keeping by conducting audits on call center transactions and assisting with documentation of auditing procedures
- Provide technical support to department by documenting call center activities, following established guidelines and senior level directives and verifying factual information
- Align individual performance with department expectations by adhering to established schedules, setting work-related goals and communication with management
- Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
- Communicate complex information in user-friendly format
- Use logic and reason to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Conduct gap analysis of current state and desired future state, proving creative solutions that yield effective process improvements
- Conduct basic tests and inspections of services or processes to evaluate quality or performance
- Support the completion of multiple complex tasks
- Work with people at different levels within the organization to accomplish a common goal
- Communicate information in a clear, well-organized, and professional manner
- Follow established guidelines to focus on details and complete tasks attentively and thoroughly
- Escalate issues when necessary
- Strong attention to detail
- Ability to work independently, with little supervision
- Manage and prioritize competing responsibilities concurrently and effectively
- Adjust plans, goals, actions or priorities to meet changing situations; adapt and be flexible in a complex, changing work environment
- Effectively present complex information to key stakeholders to influence acceptance of innovative suggestions
- Demonstrated interest in enhancing knowledge; seeks opportunities to learn and grow
Preferred Experience
- Experience with database systems and process improvement
- General insurance industry experience
- Open to increasing levels of responsibilities over time
Preferred Knowledge
- Basic knowledge of quality assurance procedures and techniques
- Basic understanding of insurance policies and systems relevant to area of responsibility
- Working knowledge of database software and basic computer tools
- Working knowledge of Microsoft Outlook, Word, PowerBI and Access
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