Quality Assurance Clerk- Call Center
- Employer
- AmTrust Financial Services
- Location
- Cleveland, Ohio
- Salary
- Not Specified
- Closing date
- Jun 1, 2019
View more
- Category
- Administration / Clerical, Operations
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
This position is responsible for reviewing and evaluating call center interactions based on policy & procedures used to support customers. The Quality Assurance Specialist (QAS) will also work with various departments within AmTrust and learn their policies and procedures to help support Customer Service. The QAS will also collaborate with the training team to help support new hires and current staff with various training initiatives.
Responsibilities- Monitor and evaluate staff interactions according to quality standards and requirements.
- Calibrate quality scores with the QA manager and other support staff within the call center
- Provide constructive feedback, both written and verbal
- Maintain accurate reports on individuals and teams and able to provide quantitative analysis of performance trends.
- Support the training process during new hire and additional skills training.
- Works with the operations team to drive quality performance and support cultural improvements.
- High level of professionalism This person will support and drive cultural change
- Able to service phone calls to ensure you remain proficient with servicing customers and as business need dictates.
- Other duties and ad hoc reports, assignments assigned as needed
- Associate degree preferred but not required
- Minimum of two years of call center experience
- Good time management, organization and ability to multi-task.
- Excellent attendance and able to work all hours of operations as schedules will adjust with notice.
- Able to meet requirements with minimal oversight and direction.
- Bilingual (Spanish) preferred but not required
What We Offer:
AmTrust Financial Services offers a great work environment, competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical and Dental Plans, Life Insurance, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, and Paid Time Off.
AmTrust Financial Services is committed to a policy of Equal Employment Opportunity.
Company
AmTrust Financial Services, Inc. was founded in 1998 to provide property and casualty insurance to small businesses. Through acquisitions and organic growth, AmTrust Financial Services has since grown to become a multinational property and casualty insurer specializing in coverage for small to mid-sized businesses. Our financial stability is based upon a philosophy of niche diversity with a focus on low-hazard risk.
Since its inception, AmTrust has crafted a balanced portfolio of insurance products including:
- Multiline Small Business Insurance
- Warranty and Specialty Risk Insurance
- Specialty Program Business Insurance
In November 2006, the company became publicly traded on the NASDAQ Global Market under the symbol AFSI. With extensive underwriting experience and a prestigious "A" (Excellent) Financial Size "XI" rating from A.M. Best, AmTrust has earned a reputation as an innovative, technology driven provider of insurance products. Our commitment to excellence is the common thread connecting each of our businesses.
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