Support Quality Representative

Job Details
Level
Experienced
Job Location
Remote USA - Atlanta, GA
Remote Type
Fully Remote
Position Type
Full Time
Education Level
4 Year degree or equivalent experience
Salary Range
$20.00 - $24.00 Hourly
Travel Percentage
Less than 10%
Description
Position Title: CX Quality Representative
Department: Customer Experience (CX)
Reports To: Support Quality Manager
Job Type: Full Time, FLSA Non-Exempt
Location: Folsom, CA, Knoxville TN, Remote
Overview
The One Inc team is seeking a CX Quality Representative who will be responsible for evaluating and enhancing the overall quality and efficiency of the Customer Experience team. This role involves conducting comprehensive quality assessments of customer support interactions, identifying areas for improvement, and implementing coaching initiatives to advance the performance of our customer support teams. The ideal candidate will be curious and have strong critical thinking skills. They will thrive in the details, communicate effectively to coach and give constructive feedback in a collaborative environment with diverse teams.
Team Impact:

• Assist with the continued progression of structure and processes around One Inc customer support interactions.
• Conduct thorough evaluations of customer support interactions across multiple channels including client and customer inquiries, Salesforce cases, JIRA tickets.
• Provide constructive feedback to customer support teams based on evaluation findings, highlighting strengths and areas requiring improvement, and offer coaching and guidance to enhance their performance.
• Collaborate with the management team to identify opportunities for process improvements, training needs, and advise management and leadership on team member development.
• Work in team environments that span functional and geographic boundaries

Keys to Success in this Role:

• Excellent attention to detail, investigative/problem solving skills, and analytical skills
• Strong interpersonal skills and the ability to adapt in a complex and changing environment
• Excellent verbal and written communication skills
• Demonstrated ability to prioritize and multi-task in a deadline driven production environment
• Must be team oriented with the ability to work independently

• Demonstrated technical acumen with the ability to learn and adapt to multiple systems

Preferred Skills:

• Business to business external customer support
• SaaS support experience
• Financial tech and/or insurance industry experience dealing with a policy and/or agency management system
• Previous compliance experience such as PCI or HIPPA
• Experience with Salesforce and/or JIRA, Office 365, SharePoint

Education & Experience:

• Bachelor's Degree or equivalent work experience
• 2 years of customer support & quality assurance experience
• Preferred proven work experience in a similar role within insurance or payments industry

Desired Traits:
Growth mindset, time management, teamwork, organization, integrity, and compliance
Physical Demands:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Company Profile:
One Inc provides insurance companies a digital payments platform designed to maximize retention of the new generation of policyholders while reducing security risks and minimizing payment processing costs. One Inc has become the fastest growing digital payments platform in the insurance industry managing $5+ billion in payments for over 100 customers. Our talented, ambitious, and innovative team of professionals work collectively to disrupt, pioneer, add value, to solve challenges for our customers and their insureds. One Inc is a high growth company revolutionizing the industry. Based in Folsom, CA ranked by WalletHub as the best place in California to raise a family--One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, life insurance, stock options, commitment to a solid work/life balance, and a policy of promoting from within whenever possible. One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.