American Family Insurance - Corporate Quality Assurance & Speech Analytics Manager Sales Service and Operations in Afghanistan

At American Family Insurance, we’re driven by our customers and employees. That’s why we provide more than just a job – we provide opportunity. Whether you’re already part of our team in search of a new challenge or new to our company and ready for what’s next, you’re in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.

Quick Stats:

Job ID:

R10616 Quality Assurance & Speech Analytics Manager Sales Service and Operations (Open)

Summary:

The SSO QA & Speech Analytics Manager leads and manages the quality management program for the care center with a focus on customer service excellence. Actively participates as a member of the Sales and Service leadership teams to attain divisional and company goals while aligning that work with our mission, vision, and values. Measures performance opportunities through use of audits and analytics to achieve department goals and ensure customer excellence. Interacts with various levels of S&SO management and business partners to communicate findings and recommend solutions for continuous process improvement.

Responsibilities:

Travel Requirements

  • This position requires travel up to 10% of the time.

Specialized Knowledge and Skills Requirements

  • Demonstrated experience providing customer-driven solutions, support or service.

  • Demonstrated experience in leadership of a customer focused call center environment.

  • Demonstrated experience overseeing quality assurance processes.

  • Solid knowledge and understanding of insurance industry and care center environment.

  • Working knowledge and understanding of general auditing standards.

  • Demonstrated analytical skills to drive results.

Education/Licenses/Designations

  • Must have or obtain proper Property/Casualty insurance license within 60 days of hire. License maintenance and continuing education.

Additional Job Information:

Candidates selected for an interview with the hiring manager will be asked to complete a leadership skills assessment.

*This requisition will close at midnight on 12/11/18!

Job Description:

Primary Accountabilities

  • Oversees the development and implementation of an internal quality program for the care center and the appropriate use of quality assurance methodologies and practices.

  • Directs and coordinates quality assurance and audit programs to provide a common, consistent approach.

  • Plans, develops, recommends and implements best practices, policies and procedures for quality programs.

  • Develops and delivers information to management regarding compliance with company policy, practices and procedures based on objective information found in the course of review. Assists in developing options and programs to address deficiencies.

  • Oversees multi-discipline and multi-function reviews of the care center`s workflow analysis and consistency of customer experience.

  • Identifies potential training needs through quality reviews and analysis of reporting data; highlights areas to be addressed by local management.

  • Plans and executes all operations related to call quality reporting, processes, and systems.

  • Partners with other care centers to design and monitor care center performance standards that support delivery of best in class customer experience expectations.

  • Collects and analyzes care center customer satisfaction and customer information to identify areas for improvement to increase service levels and customer satisfaction ratings.

  • Monitors and analyzes performance and productivity and takes accountability for driving servicing improvements for all lines of business, improving quality and customer care center efficiencies to achieve or exceed goals.

  • Ensure reporting integration between QA and speech data.

Stay connected: Join our Talent Community!

At American Family Insurance, we know how hard our customers and employees work to achieve their dreams. That’s why, for nearly 90 years, we’ve made it our mission to protect those dreams. It’s all part of who we are and who we’ll always be – innovative, caring, agile, trustworthy, transparent and passionate. We’re a strong, forward-looking company and a proven leader in our industry. And if you’re looking to make a difference, we’re looking for you.