Job Description

Customer Service Quality Assurance Supervisor - 08945

Description
Advance your career at Liberty Mutual - A Fortune 100 Company!

For the second consecutive year Liberty Mutual was certified by J.D. Power and Associates for "An Outstanding Customer Service Experience". During the J.D. Power and Associates survey customers gave Liberty Mutual high scores for representatives' courtesy, knowledge, concern, useful information, and overall service.

As a Liberty Mutual Customer Service Quality Assurance Associate, you'll be a key part of supporting Liberty Mutual's mission of "helping people live safer, more secure lives. Our success depends on delighting our customers, and each day you will help our customer service professionals live up to that responsibility.

Be part of this exciting team by providing quality assurance programs to our customer service and sales organizations. Through the review of prerecorded customer service or sales conversations provide direct feedback and coaching. Utilizing in depth policy coverage, quoting or claims knowledge ensure that our Customer Service and Sales Representatives are performing in accordance with our established rules and guidelines.

Responsibilities:

• Review prerecorded sales and customer service conversations.
• Evaluate content of calls comparing to predefined best practices including phone etiquette, sales customer service skills, and correctness/completeness of information provided.
• Work closely with management to review quality assurance results. Identify areas for training and development.
• Regularly coach on areas of development identified through the evaluation process and identify trends requiring corrective actions.
• May assist in the facilitation of new hire training
• Conduct periodic audit review to ensure compliance with department protocols.

Qualifications:

• Bachelors degree or equivalent training
• 3 years experience required, with 1-2 years Quality assurance or related insurance experience.
• Must possess strong interpersonal and persuasive skills in order to communicate effectively.
• Insurance licenses may be required.
• Insurance product, policy, systems, claims and coverage knowledge preferred.
• Strong oral and written communications skills are required.

Benefits:
We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities.

For this reason we offer a Comprehensive Benefits Plan that includes the following:

• 401K and Company paid pension plan
• Medical coverage
• Dental coverage
• Paid time-off
• Pay-for-Performance
• Discounts on automobile and homeowner's insurance
• Discount fitness memberships
• Flexible spending accounts
• Tuition reimbursement
• Vision care coverage
• Work/Life resources
• Credit Union membership
• Employee and Dependent life insurance
• Disability insurance
• Long-term care insurance

Overview:
We believe strongly that commercial success can be achieved in a manner consistent with principles and ideals that bind us together as one company, that set us apart from our competitors, and that in the end will allow us to say we have succeeded commercially by doing the right thing the right way

We believe that the Company's success is inextricably linked to our employees' satisfaction and success: satisfaction that they work for an industry leader committed to improving safety, satisfaction that they work for a company that does the right thing, and satisfaction that the company will reward them for their contributions and provide opportunities for personal growth and success.

We believe our employees take pride in knowing that they help people live safer more secure lives everyday.

Responsibility. What's your policy?

Job Customer Service
Primary Location US-OH-Fairfield
Schedule Full-time
Salary (Pay Basis) 45,900 - 51,000
Education Level Bachelor's Degree (16 years)
Shift Day Job

Benefits

Dental, Paid Time Off, Holidays, Flexible Spending, Medical, Life, Health Savings Account, 401K, Prescription

Contact Details

Name: Liberty Mutual