Supervisor, Quality Communication – Life Insurance Call Center
Location: Fremont, MI
Work Arrangement: Onsite
Industry: Life Insurance / Financial Services
License Requirement: Active Life, Accident & Health Insurance License required
About the Opportunity
We are seeking an experienced, licensed insurance professional to join our Fremont, Michigan life insurance call center as a Supervisor, Quality Communication.
This is an onsite leadership position responsible for supervising and developing a team of senior-level Quality Consultants who support our Contact Center and Operations teams. The team plays an important role in coaching associates, improving call quality and customer experiences, handling escalated or sensitive customer situations, and identifying opportunities to improve contact center performance.
The ideal candidate combines strong people leadership with call center, quality, coaching, and analytical skills and understands the importance of delivering an exceptional customer experience in a highly regulated insurance environment.
Please note: Candidates must already hold an active Life, Accident & Health Insurance license to be considered for this position.
What You'll Do
As Supervisor, Quality Communication, you will:
- Lead, coach and develop a team of Quality Consultants supporting a life insurance contact center and its internal and external customers.
- Create a high-performing team culture focused on customer experience, quality, accountability and continuous improvement.
- Provide ongoing coaching, mentoring and performance management to help associates achieve individual and team quality and productivity goals.
- Oversee the handling of escalated and sensitive customer situations using a solution-focused and de-escalation approach.
- Recruit, onboard, train and develop associates while preparing high-performing team members for future leadership and career opportunities.
- Coordinate contact center nesting activities for newly trained associates, including processes, scheduling and mentor support.
- Manage multiple priorities, projects and initiatives while ensuring established service-level expectations are achieved.
- Analyze call quality, customer experience and operational data to identify trends, performance gaps and opportunities for improvement.
- Partner with Contact Center leadership, Operations, Training & Development, HR, Legal, Compliance and senior leadership to implement solutions.
- Use reporting, workforce management, call-monitoring and contact center technologies to evaluate performance and identify opportunities to improve efficiency and quality.
- Communicate trends, recommendations, progress and results effectively to associates and leaders across the organization.
- Lead associates through new processes, technologies and learning methods while building engagement and commitment to change.
- Provide timely and accurate reporting on team activities, quality results and production metrics.
- Help foster an environment focused on employee development, continuous improvement and exceptional service to our policyholders.
Required Qualifications
To be considered for this position, you must have:
- An active Life, Accident & Health Insurance license.
- 3–5 years of supervisory or people-leadership experience, with demonstrated success coaching, motivating and developing employees.
- Ability and willingness to work onsite in Fremont, Michigan.
- Proven ability to lead and mentor diverse teams and deliver measurable results.
- Strong communication skills and the ability to work effectively with associates, leadership and cross-functional business partners.
- Demonstrated ability to analyze information and performance trends, identify problems and recommend effective solutions.
- Strong decision-making and problem-solving skills.
- Experience managing competing priorities in a fast-paced environment.
- Proven ability to improve quality and performance metrics.
- Strong written and verbal communication skills.
- Solid to advanced computer skills and comfort learning and troubleshooting technology.
Preferred Qualifications
We'd especially like to hear from candidates with:
- Life insurance industry experience.
- Call center/contact center leadership experience.
- Financial services experience.
- Quality assurance, call-monitoring, coaching or customer escalation experience.
- Experience supervising onsite and/or work-from-home associates.
- Bachelor's degree or equivalent professional experience.
- Experience with contact center technologies such as workforce management, skill-based routing, call monitoring, I3 or Nexidia.
- LOMA designation or equivalent insurance-industry credentials.
What Success Looks Like
You'll be successful in this position if you're a leader who can balance people, performance and the customer experience. You know how to coach associates effectively, use data to uncover opportunities, manage sensitive customer situations and turn insights from calls and quality reviews into meaningful improvements.
You should be comfortable working in a high-volume call center environment within the life insurance industry, partnering across departments and holding yourself and your team accountable for measurable results.
Work Environment
This position is onsite at our Fremont, MI location and operates within an office/contact center environment.
The role requires regular computer and telephone work, verbal and written communication with associates and customers, analysis of reports and performance information, and participation in meetings. Extended hours may occasionally be required during peak workloads, major initiatives or special projects.
Travel: None
Pay: $63,000.00 - $75,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- On-site gym
- Paid time off
- Parental leave
- Referral program
- Tuition reimbursement
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- Supervisor: 3 years (Required)
License/Certification:
- Life & Health Insurance License (Required)
Work Location: In person
