Quality Specialist
3 weeks ago
Reporting to the FLM For Quality and Sales, Direct Insurance Sales, the Direct Insurance, Quality Specialist will be responsible for supporting the development of our employees through the administration and co-ordination of our Quality Program including identification of trends, gaps and needs, coaching and communication with our leadership on Direct Insurance Operations.
Build the confidence, understanding and capability of Insurance Agents through development and execution of the QA program. Helping to enhance the customer experience and be a customer first sales center that drives profitable growth and protects our customers and the Aviva Brand.
What You'll Do:
Review agent calls/chats to support profitability and operational excellence measures within Direct operations
Provide proactive insight, feedback, and solutions to improve processes and customer journey via assigned analysis, projects, and reporting
Gather data to support the need for, measurement of, and impacts of experiments to improve the system, designing experiments to accurately and appropriately test the impacts of new ways of working to reduce waste and failure in the system
Provide insights into the development of training content based on the Insurance agent’s needs, through Quality trend analysis
Use QA program and conduct trend analysis to identify gaps and create material to increase Agent Skills
Act as SME for underwriting and product offerings, supporting agents in delivery of profitable growth
Assist with customer escalations as needed to help meet customer needs as assigned
Utilize all available tools and resources to quote, close as well as retain all profitable business on phones as required
Assist with QA program enhancement resulting in enhanced program to support success of the business
Support leaders in creating an environment for continuous performance and process improvement
Assist with projects and initiatives as assigned to support the business
Take customer calls as required to support customer demand
Provide insight to leaders on call behaviors impacting performance
Provide floor support on Saturdays and 12 to 8 shifts on a rotational basis
Provide feedback via Side-by-Side coaching on rotational basis to agents assigned
Support Service Levels taking calls and chat demand support
Support onboarding of new hires and monthly QA Update
What You'll Bring:
Consistently exceeding personal Quality Assurance targets/audit requirements in current role including adherence to regulatory and privacy requirements
Working towards CIP Designation
Strong analytical and problem-solving skills to identify process and user trends
Utilize creative thinking skills to troubleshoot and identify solutions to problems
Well-developed written and verbal communication skills sufficient to present
Excellent time management skills with an ability to effectively prioritize and simultaneously manage multiple activities with varying complexity with minimal supervision, meeting demanding deadlines and produce high quality work
Strong attention to detail
Excellent organizational skills to schedule, organize, and carry out work assignments according to established work plans, adjusting work schedules according to changing priorities
Strong software skills including MS Office, Excel, Word, and PowerPoint
Working knowledge of Verint, text analytics, speech analytics software an asset
Strong reporting skills, knowing how to evaluate data, develop and read reports
What You'll Get:
Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
Exceptional career development opportunities with diverse career paths, including the opportunity for leadership.
We support your professional development and your investment in academic studies.
Our vacation package starts at 4 weeks
Hybrid Working Model
Additional Information
Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation. #J-18808-Ljbffr
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