Quality Assurance Associate - 1030

As a Quality Assurance Associate, you will monitor and track Quality Assurance standards for the Middle Market Call Center staff. You will ensure that the team is following documented policies and procedures and providing high quality and accurate service to our policyholders. You will collaborate with Management, Leads, Training Coordinators and others as needed to identify improvement opportunities in communication and processes.

This is a remote position. Reliable internet service is required for the role. SML supports remote work for NY, PA, NJ, CT, MA, AL, FL, TX, OH, MN, IN, GA, IL, IA, AZ and NC. This position cannot be performed in the City of New York.

Description of Duties & Responsibilities:

• Process extensive call audits in Calabrio software program to maintain AI level requirements.
• Audit department functions and processes and propose improvements for better staff and/or system performance.
• Perform call monitoring to ensure that all representatives are providing high quality service and utilizing proper procedures.
• Participate in the design of management audit documents and quality standards set for the various department positions.
• Track and provide reports to Management on departmental performance at team and individual levels.
• Collaborate with Training Coordinator to review processes and suggest improvements to new employee and procedural training. Review and analyze audited calls with the assigned Lead to identify quality and workflow improvements.
• Assist on phones during peak call times.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Process manual premium payments and other service requests from calls (debit card, credit card and check by phone via checking or savings account). Remain PCI compliant when handling debit and credit card calls.

Required skills & experience:

• Minimum of 1 year of experience in the insurance industry required.
• Minimum of 2 years of accounting/bookkeeping experience required.
• Experience in an insurance industry or call center environment.
• Fluency in Spanish a plus.
• Basic knowledge of Microsoft Word and Excel.
• Excellent written and verbal communication skills.
• Excellent data entry skills.
• Ability to perform work accurately and thoroughly.
• Ability to pay close attention to detail.
• Ability to prioritize and organize a heavy workload.
• Ability to work a flexible schedule with occasional overtime.

Education Required: High School Diploma or equivalent required. Associate degree is preferred.

Pay Range: $18.48 to $23.50 hourly

The starting pay rate for this role is based on a variety of relevant factors, including location, education, experience, and skills.

The level for this position will be determined based on factors including relevant skills, experience and other qualifications.

Visa sponsorship is not available for this position

Relocation assistance is not available for this position

Security Mutual is an Equal Opportunity Employer

This position can or will be performed in the State of New York, not including the City of New York.

Federal & State Labor Law Posters: https://www.jjkeller.com/learn/SHRMPDF

About SML:

Security Mutual Life is a leading provider of life insurance, accumulation products and retirement-, business- and estate-planning services for individuals, families and businesses. Our innovative products help our clients meet their financial protection needs. Headquartered in Binghamton, New York, the Company was founded in 1886 and is recognized for its longstanding history of financial strength and stability.

We continually invest in technology. Our agents and employees are equipped with the latest tools and deliver outstanding service to our hundreds of thousands of policyholders throughout the United States.

We are committed to our neighbors and communities. Security Mutual and its employees help support a wide variety of community and charitable initiatives and organizations through our donations and service.

At Security Mutual our employees are among the Company’s most valued assets. We offer competitive salary and benefits and our work environment reflects the Company’s core values of trust, respect and integrity.