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Job Description
Ethos is seeking a Quality Assurance Associate to assess the quality of support provided by their CX team. The Quality Control Associate will review case work and communication with clients and partners, focusing on customer service, accuracy, and adherence to company and carrier policies. This role involves developing recommendations for training enhancements to improve the customer experience.
Role Involves:
- Using quality monitoring data management system to complete scoring of service provided via phone, email, chat or through case work
- Ensuring proper information provided to customers and partnership agents
- Ensuring proper processing and following of procedures outlined in company knowledge bases and procedure documents
- Developing strong understanding and knowledge of Ethos products and processes in order to review support provides to customers
- Providing trend data to QC management
- Providing actionable data to team management as needed
- Meeting individual and team goals and objectives
- Identifying opportunities for process improvements for assigned functions, collaborating with management to implement agreed upon solutions
- Assisting in training of Quality Control Associates
- Escalating outstanding issues to team management for resolution
- Performing other duties as assigned
Requirements:
- 1-2 years experience in customer support, customer success, operations, or related role
- Experience in quality assurance is a plus
- Experience in life insurance or related industry is a plus
- Can independently identify problems and perform root cause analysis
- Proficiency working with Salesforce or equivalent support/help desk software
- Strong intellectual curiosity and drive to solve problems
- Ability to work independently as well as collaborate with various departments
