Quality Specialist

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

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 mínimal 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