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Call Quality Analyst
3 weeks ago
Job Details
Description
Come start your career with us Here at BrokerLink, we are committed to the growth and development of our employees. We offer a competitive compensation package, rewarding work and a casual 'dress for your day' environment. We are proud to say that BrokerLink has become one of Canada’s largest and most reliable insurance brokerages that is passionate about taking care of our customers and ensuring we are there when they need us the most.
**The Position**:
Monitors and analyzes calls to enhance performance. Collaborate with Managers to develop coaching plans for Insurance Advisors. Working together to improve Customer Experience as well as Efficiency, Growth, Underwriting, and reducing E&O exposure.
**What you will be doing**:
- Monitors and evaluates the quality of service provided to our customers. Reviewing for compliance, accuracy in workflow and underwriting, as well as customer experience.
- Analyze the collection of call data to identify trends for individual and team.
- Develop and provide feedback to managers for the coaching and formal education of insurance advisors, based on the analysis of recorded calls
- Collaborate with manager to develop and support individual coaching plan
- Maintains open communication with managers and coordinates meetings with them to collaborate on coaching plans
- Make action on any potential E&O exposure. Bring any item requiring action to the attention of the manager
- Promoting and sharing best practices that sustain business process improvement across the organization
- Stay informed of workflows, key performance indicators, and accountabilities
- Participate in regular calibration with Quality Assurance Team to promote consistent and objective feedback for teams.
**What you bring to the table**:
- Related post-secondary education
- Minimum of 3 years as a successful broker or Experience in quality assurance
- Experience with EPIC is asset
- Knowledgeable with Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Strong customer service skills
- Excellent writing skills
- Attention to detail
- Time management skills
- Can work well independent and as a strong team member
- Excellent communication skills
- Maintain a high level of confidentiality
**What's in it for you**:
- Commitment to your growth and development
- Flexibility in how and where you work
- A competitive compensation package
- Flexible health and dental benefits package
- An RRSP with a company matching component
- A casual ‘dress for your day’ environment
- Be a part of a company that is one of Canada’s best employers (Named by Kincentric in 2021)
We thank all applicants for their interest, but only those selected for an interview will be contacted.
At BrokerLink, we know there’s more to your decision about where you work than just the work itself. We know that helping our people achieve their career goals in a culture that offers growth and balance is what sets us apart. Our commitment to our employees is to offer workplace benefits that set the standard for them and their families. Along with a professional and fulfilling work environment, we provide competitive compensation, comprehensive benefit programs and a commitment to ongoing professional development.
Our values help guide us and our commitment to excel in all aspects of our business. Joining our team means you’ll have the opportunity to live our values.
**Discover more about BrokerLink Visit our new dedicated **Webpage**.**
At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference
