Quality Call Analyst

Position: Quality Call Analyst
Industry: Insurance
Tenure: Full-Time Permanent
Location: North York
Salary: $42-$48k
Benefits: Full
Hours: Mon-Fri
Number of Positions: 4

Opportunity
Our client is a leading provider of automobile and property insurance to individuals 50 or over and is a fast-paced organization experiencing dynamic growth and change. The Quality Call Analyst is responsible for consistently and accurately measuring the quality of service rendered to all prospective and existing clients. This position involves providing feedback to Sales and Customer Service Team Leaders and coordinating all activities related to the Quality Call Program.

Responsibilities include but are not limited to:
• Listening, scoring and evaluating client calls on ; Customer Interaction, Workflows, Policies & Procedures and Underwriting requirements
• Communicating on a monthly and cumulative basis the Quality Call results for the Contact Centre to Sales and Customer Service Brokers and Management Team
• Identifying and communicating areas of improvement, gaps and trends for all Sales and Customer Service Brokers to Team Leaders and the Training Department

Qualifications:
• Previous experience in training/coaching role
• University/College diploma or equivalent work experience in a business setting
• Good time management skills including ability to work under pressure, meet deadlines and detail oriented
• Good computer skills – proficient in Windows environment
• Strong communication skills (verbal & written & listening) with the ability to communicate complex ideas and concepts and excellent critical thinking skills
• Ability to learn in a fast-paced environment and must be able to adapt quickly to change
• Excellent underwriting knowledge in Personal Lines Insurance an asset
• Insurance industry license preferred
* Experience with Q-finity software an asset

If you are interested in this position and feel that you are qualified, please send your resume in Microsoft word format only, to rony@arrowprofessionals.com with the name of the position in the subject line.