We’re a health insurance company that acts like a technology company. We’re using software, data science and telemedicine to make health insurance more affordable, easier to access and more of a delightful experience
This role will implement and manage a knowledge management system, training, and quality management program in support of customer-facing interactions including onboarding, relationship management, and omni-channel support.
This role will report to the Training and Quality Management Lead of Customer Success.
Responsibilities
Creating and maintaining documented standard operating procedures
Creating, maintaining, and delivering knowledge articles and training programs
Managing the Quality Management function, to ensure best practices are communicated and followed
Overseeing and conducting Quality Assurance of transactions and processes to ensure service requirements individually and from an end-to-end process perspective are maintained with statistically valid sampling.
Providing quality results at an individual, team, and department level.
Providing monthly, quarterly, and annual quality reviews. Provides detailed reporting along with recommendations for quality improvements.
Identify and remedy defects within our call center process
Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
Compile and analyze statistical data
Ensure that user expectations are met
Draft quality assurance policies and procedures
Investigate customer complaints and product issues
Requirements
An ideal candidate should have at least 1 year of experience in a call center
Willingness to learn with a growth mindset
Attention to details
Strong analytical and reporting skills
The candidate should also have good computer skills (MS Word, Excel, PowerPoint)
Excellent communication
Interpersonal skills.
Benefits
Work alongside & learn from best-in-class talent
Join a market leader within the Insurance space
Attractive Salary & benefits
Unlimited leave days
Free office lunch
Fantastic work culture
Work and learn from some of the best in the industry
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