FBS Quality Consultant - Contact Center

Our Client, a leading US insurer, seeks a Quality Consultant to evaluate business unit performance and quality of contact, processing, and file handling.

The successful candidate will consult with business units to identify areas for improvement and recommend corrective actions.

Key responsibilities include:

• Evaluating service quality, regulatory compliance, and adherence to procedures
• Identifying trends and recommending priority actions to improve customer experience
• Partnering with leadership to identify targeted audit needs and executing audits independently
• Analyzing audit data and assembling summary reports for leadership distribution
• Providing technical assistance with auditing tools and technology
• Participating in audit closing conferences and completing secondary reviews of peer audits

Requirements:

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

Desirable skills:

• Experience in a Performance Coach or similar position
• Experience in a Supervisory position or team lead role

Benefits include:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package, including grocery vouchers, saving funds, and private health insurance
• Career development and training opportunities
• Dynamic and inclusive work culture
• Pension Plan
• Paid Time Off