[Remote] Customer Service Quality Specialist

Note: The job is a remote job and is open to candidates in USA. Aegon is a company focused on providing quality assurance in customer service. They are seeking a Customer Service Quality Specialist to conduct quality assurance reviews, monitor service transactions, and provide recommendations for quality improvements.

Responsibilities

• Utilizes working knowledge of processing and quality functions, compliance with state and federal regulations, SOX, SEC, IMSA and quality functions in the Customer Contact Center
• Monitor accuracy, timeliness and efficiency of service transitions
• Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations
• Work with management staff on resolutions
• Regularly audit the work within the teams for accuracy and adherence to procedures, provide one on one coaching or training recommendations to management on areas requiring improvement
• Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective
• Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements
• Remain abreast of current procedures and changes

Skills

• Associates degree or equivalent work experience required
• Minimum of 0-1 years customer service experience required
• Ability to adapt to changing processes
• Meet multiple deadlines
• Strong communication skills
• Superior soft skills
• Working knowledge of insurance industry operations, SOX, state & federal regulations
• Strong analytical, organizational, problem solving and customer service skills
• Ability to differentiate between products and work types
• Strong verbal and written communication skills
• Positive professional attitude
• Ability to coach, motivate, and mentor others
• Attention to detail
• Seeking knowledge through LOMA & dept. classes

Benefits

• Annual Bonus based on the Company Bonus Plan/Individual Performance

Company Overview