Customer Service Quality Lead

3 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil U Trust Insurance Agency LLC Tempo inteiro
**About Us**:
U Trust Insurance Agency LLC is a growing insurance agency with a commitment to excellence in customer service. We serve clients across 31 states and pride ourselves on delivering reliable and innovative solutions. We are seeking a **Customer Service Quality Lead** to elevate the quality of our service and ensure our team delivers exceptional experiences to our clients.
**About the Role**:
The **Customer Service Quality Lead** will be responsible for driving quality assurance, developing corporate education programs, and enhancing our service processes. In this role, you will ensure the effectiveness of our customer service operations through proactive process improvements, staff development, and quality monitoring.
This is an exciting opportunity to shape the customer service landscape at U Trust Insurance and make a lasting impact.
**Responsibilities**:
- ** Quality Monitoring & Assurance**
- Develop and implement quality assurance frameworks to monitor and evaluate customer interactions.
- Provide actionable feedback and coaching to customer service representatives to maintain and improve performance.
- ** Corporate Education & Training**
- Design and execute comprehensive training programs for new hires and ongoing skill development.
- Maintain up-to-date training materials and align them with corporate goals and client needs.
- Identify gaps in knowledge and create targeted learning solutions.
- ** Service Process Improvement**
- Analyze customer service workflows and identify inefficiencies.
- Recommend and implement improvements to streamline operations and enhance the customer experience.
- Collaborate with cross-functional teams to introduce best practices and tools that support productivity.
**What We're Looking For**:
- ** Experience**:
- Minimum 3 years of experience in quality assurance, customer service leadership, or a similar role.
- Background in the insurance or financial services industry is a plus.
- ** Skills & Knowledge**:
- Strong knowledge of quality assurance methodologies and service improvement strategies.
- Proven ability to design and deliver effective training programs.
- Analytical mindset with the ability to interpret data and drive decisions.
- Proficiency with tools such as LMS platforms, Office 365, and CRM systems.
- ** Personal Attributes**:
- Exceptional communication and coaching skills.
- Detail-oriented with excellent organizational abilities.
- Collaborative and able to work across departments effectively.
- ** Education**:
- Bachelor's degree in Business Administration, Education, or a related field is preferred.
**Trial Period**:
**How to Apply**:
To apply, please submit your resume and a cover letter highlighting your relevant experience, achievements, and why you are an ideal fit for this position.
**Note**:
We look forward to hearing from you

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