Customer Service - Quality Analyst

When you're a part of the Chesapeake Employers family, your contributions will impact the lives of working people all across Maryland. We believe in treating people with the respect, care, and dignity they deserve. If you would like to work for an organization that strives to do the right thing for its customers, employees, and communities, consider joining Chesapeake Employers and growing your career with Maryland's largest writer of workers' compensation insurance.
POSITION SUMMARY:
This position provides quality assurance for the services provided by the Customer Service Department. To ensure consistency and quality in the processes and procedures performed by Customer Service in compliance with the service level expectations of Chesapeake Employers. The Quality Analyst will perform targeted training and development opportunities with CSR's and conduct quality call audits in order to measure the effectiveness and results of Customer Service.
DUTIES AND RESPONSIBILITIES:
- Perform call monitoring for QA purposes.
- Prepare and analyze effective audits for the internal quality of CSR calls.
- Provide feedback and actionable information of CSR call audits to Supervisors.
- Provide training of the CSRs on the identification of customer expectations and needs. Advise CSRs on the accurate responses to customer inquiries.
- Make recommendations regarding training opportunities, process improvements or system enhancements to the Manager and Supervisors.
- Reviews the efficiency and effectiveness of call processes and procedures.
- Provide recommendations for process innovations and efficiency improvements within the Department to the Manager.
- May perform additional QA duties as needed or assigned.
SKILLS, EDUCATION AND EXPERIENCE:
- AA degree or 3-5 years P/C insurance industry experience required.
- WCP or equivalent required.
- 3 years' Customer Service experience in WC, UW or CLM required.
- Detail-oriented and exhibits a high accuracy in performing work assigned.
- Excellent oral, written and interpersonal communication skills.
- Excellent listening and analytical skills.
- Strong knowledge of Chesapeake Employers' customer care processes, protocols and techniques.
- Demonstrated ability to work well in a team environment.
- Dedicated to providing exceptional service.
- Advanced PC skills required.
- Knowledge of MS Office Suite is required.
- Fluency in Spanish verbal and written communication preferred.
POSITIONAL COMPETENCIES:
- Bias for Action
- Knowledge Sharing
- Deliver Results
- Service and Sales Excellence
- Personal Leadership
- Teamwork and Communication
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 30 pounds. Specific vision abilities are required, which includes close vision, peripheral vision and the ability to adjust focus.
WORK ENVIRONMENT:
Office Environment. The noise level is usually moderate.
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Other details

• Pay Type Salary
• Min Hiring Rate $62,420.00
• Max Hiring Rate $78,030.00