Quality Assurance Associate

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance Quality Assurance Associate PRIMARY PURPOSE: To provide service transaction monitoring to service center assistants (SCAs) and service center representatives (SCRs) to determine customer call quality and effectiveness of customer contact responses and interactions. ESSENTIAL FUNCTIONS and RESPONSIBILITIES Manage daily workflow. Complete assignments by their due date unless business needs dictate otherwise. Complete the designated weekly/monthly audits for assigned business products[j1] . Report individual audit results to the appropriate managers for their use when completing monthly, quarterly and yearly evaluations. Be a technical expert on the functions and products you audit. Mentor new members of the Quality team. Develop Representatives in the functions you audit. Provide feedback confidentially and in a professional manner to each representative about his/her performance. Give/receive feedback efficiently and effectively. Identify opportunities for process improvements. Provide coaching when opportunities need to be addressed. Endeavor to learn new skills that support the business organization. ADDITIONAL FUNCTIONS and RESPONSIBILITIES Performs other duties as assigned. Supports the organization's quality program(s). QUALIFICATIONS Education High School diploma or GED required. Experience One (1) years of customer service experience or equivalent combination of education and experience required. Inbound call center experience strongly preferred. Skills & Knowledge Excellent customer service skills Excellent oral and written communication, including presentation skills PC literate, including Microsoft Office products Analytical and interpretive skills Strong organizational skills Good interpersonal skills Ability to work in a team environment Ability to meet or exceed Performance Competencies WORK ENVIRONMENT When applicable and appropriate, consideration will be given to reasonable accommodations. Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines Physical: Computer keyboarding, travel as required Auditory/Visual: Hearing, vision and talking The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time. Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles. Apply To This Job