FBS - Quality Consultant (Contact Center)

We are seeking a Quality Consultant to evaluate business unit performance and quality of contact, processing, and file handling for a leading US insurer. As a Quality Consultant, you will consult with business units to identify primary opportunities impacting quality and recommend courses of action to correct unfavorable performance.

Essential Job Functions

• Evaluate quality of service, regulatory compliance, and adherence to established procedures in relation to contacts.
• Evaluate potential impact of errors made on the customer and subsequent handling of the individual customer's journey.
• Contribute to benchmark audits and targeted reviews.
• Identify trends and recommend priority action items essential for the business to improve the experience for customers and subsequent handling.
• Partner with leadership to identify targeted audit needs for individual sites or teams.
• Work independently to execute the audit based on the agreed-upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
• Consult with business to identify top opportunities and recommend actions to improve work product and business results.
• Regularly partner with business leadership in meetings and calibration sessions to provide consultation and recommendations.
• Provide technical assistance to the business with auditing tools and technology.
• May serve as team audit lead on a rotational basis.
• Organize and obtain pertinent data, communicate expectations to peers, and arrange internal calibrations and re-audits.
• Analyze audit data and assemble audit summary reports for leadership distribution.
• Participate in audit closing conferences with leadership.
• Complete secondary reviews of peer audits to ensure internal consistency of work.
• Assist Compliance with targeted reviews.
• Train new members and mentor potential successors.

Requirements

• High school diploma or equivalent required; Bachelor's degree preferred.
• 1-3 years of experience working in claims or contact center.
• Prior Quality and Call Center experience.
• Fluent English.

Desirable

• Experience in a Performance Coach or similar position.
• Experience in a Supervisory position or team lead role.
• Experience with internal FWS, Farmers, and/or Bristol West system.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package: grocery vouchers, saving funds, SGMM, etc.
• Career development and training opportunities.
• Dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Pension Plan.
• Paid Time Off.
• Training & Development.