Location
Indianapolis, IN, United States
Posted on
Apr 12, 2021
Profile
Description
The Call Quality Lead monitors and evaluates the quality of inbound and/or outbound Sales calls with Commercial Brokers and Agencies. Documents quality issues and performance measures. The Call Quality Lead works on problems of diverse scope and complexity ranging from moderate to substantial.
Responsibilities
The Call Quality Lead provides information to assist in the feedback and formal education process of individuals on the phone. May assist in the development of monitoring standards. May act as subject matter expert. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action. Will provide detailed feedback on the results of the call evaluations and recommendations for additional training and /or coaching at an individual or group level.
Required Qualifications
Bachelor's degree or equivalent work experience
4 or more years of technical experience
Must have previous experience in a Call Quality Role evaluating both inbound and outbound calls
Must have experience giving development and feedback based on call quality monitoring metrics
Must be willing to learn the insurance products as a requirement for the role
Insurance sales experience or other related experience
Ability to hold others accountable and maintain a professional work environment
Knowledgeable with Microsoft Office products including Word, Excel and PowerPoint
Experience with prioritizing and balancing multiple responsibilities and projects
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Call Center/Contact Center Operations experience
Preferred Qualifications
Experience with Insurance products or prior sales experience in insurance products
Knowledge of Verint or other Call Quality Software products
Scheduled Weekly Hours
40
Company info
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