POSITION SUMMARY :
Responsible for assisting with general technical oversight of and the coordination of workflow for the Enterprise Service Quality Improvement team and Commercial Underwriting file monitoring. Ensure production goals are being met or exceeded, ensures accurate quality reporting to business units, and will lead special projects.
ESSENTIAL FUNCTIONS:
- Model ethical behavior and executes job responsibilities in accordance with Citizen’s core values, ethics and information protection policies.
- Conduct quality evaluations of phone calls and/or transactional outputs for Consumer, Agency/Market Services, Vendor and Underwriting ensuring accuracy and compliance.
- Act as the interface between management and quality representatives; act as a third-party advocate with the business unit to review, analyze, and resolve scoring variances through the formal appeal process.
- Assign weekly work distribution and monitor evaluation completion for quality representatives and make recommendations for adjustments as needed. Perform evaluation forecasting by validating quality representative resource availability and business unit program requirements, lead team meetings.
- Apply appropriate regulations, CPIC guidelines, rules of practice and policies and procedures to all aspects of ES Quality programs/initiatives.
- Perform Review the Reviewer evaluations on quality representatives, ensuring consistent evaluations scoring and effective feedback; performs process audits.
- Identify and monitor business unit trends and make recommendations and action plans to management.
- Responsible for preparation of monthly reports (individual and team) and related management information for error analysis and assessment. Maintain production tracking through monitoring of the quality production database.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
- Strong knowledge of Citizens systems, products, policies, procedures, workflows and business processes.
- Ability to identify, analyze and solve problems.
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship building skills.
- Proficient in Microsoft Office.
- Excellent analytical and quantitative skills.
- Applies effective judgement and decisions when performing quality reviews and process audits.
- Ability to lead and mentor.
. REQUIRED EDUCATION AND EXPERIENCE:
- High School Diploma or the equivalent.
- Bachelor’s degree OR 3 years relevant experience, OR a combination of college education and relevant experience equivalent to 3 years.
AND
- 5 or more years of property insurance related experience in support function of Underwriting, Call Center, Agency setting or similar function to include 2 or more years of customer service experience.
PHYSICAL REQUIREMENTS:
This position requires the ability to sit for long periods of time, hear and converse over the telephone, and key frequently on a computer.
Visa sponsorship is not available for this position.
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