Customer Service Excellence Strategist

Há 2 dias

Rio de Janeiro, Rio de Janeiro, Brasil beBeeDevelopment Tempo inteiro R$55.550 - R$77.825
Lead Quality Assurance and Development Specialist

At U Trust Insurance Agency LLC, we are committed to delivering exceptional customer service and quality experiences. As a growing insurance agency, we are seeking a skilled Lead Quality Assurance and Development Specialist to drive our customer service operations forward.

About the Role:

This key position will be responsible for leading quality assurance initiatives, developing corporate education programs, and enhancing our service processes. The successful candidate will ensure the effectiveness of our customer service operations through proactive process improvements, staff development, and quality monitoring.

Responsibilities:

The Lead Quality Assurance and Development Specialist will:

  • 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.

Requirements:

To be successful in this role, you will need:

  • Experience:
    • Minimum 3 years of experience in quality assurance, customer service leadership, or a similar role.
  • 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.

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