Top 2 quality analyst Jobs in merrill, wi

Customer Service Quality Analyst
Church Mutual Insurance, S.I. —Merrill, WI
- $57,100 - $85,600 a year
- Hybrid work
- Research
- Mid-level
- Bachelor's degree
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Customer Service Quality Analyst
Church Mutual Insurance, S.I. —Merrill, WI
Property and casualty insurance license required . Monitors service agent phone calls and/or written correspondence and scores according to organizational…
$57,100 - $85,600 a year
Quick Apply
4d
Customer Service Operations Analyst
Church Mutual Insurance, S.I. —Merrill, WI
Property and casualty insurance license required. Relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state…
$57,100 - $85,600 a year
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Customer Service Quality Analyst

Church Mutual Insurance, S.I. -
Merrill, WI

Quick Apply

Job Details

$57,100 - $85,600 a year
4 days ago

Qualifications

Coaching
Research
Property & Casualty License
Mentoring
Productivity software
Insurance (Financial sectors)
Team motivation (leadership skill)

Full Job Description

What you'll be doing:

As part of the Service team, responsible for quality monitoring and tracking to aid in identifying customer service trends and evaluate quality of service delivered. Use multiple research approaches to gather customer feedback information about Service team performance and customer service delivery. Continuously collect and analyze data to inform and educate Service and organizational leaders about customer perceptions and the patterns of change. Communicate ongoing training needs and resource improvement opportunities, identified through monitoring, to Service team leadership.

On any given day, you'll:

Monitors service agent phone calls and/or written correspondence and scores according to organizational guidelines.
As part of the Service team, provides support to both management and staff as needed.
Provides coaching recommendations and support to the management team, skilled in coaching methods, and delivery in a respectful manner.
Maintains quality assurance scores in the appropriate quality assurance
Functions as a liaison between the customer and Service team operations, in regard to policy and procedure adherence.
Interacts with key personnel to assess operational performance and identify opportunities for improvement.
Disclose the impact of service quality initiatives and investments. Offer performance‑based data to reward excellent service delivery and correct poor service delivery. Supports corporate projects and special initiatives.
Serve as a mentor and coach in a respectful manner for new team members during and directly following the training process.
Provide regular feedback on the performance of Service team members to the appropriate supervisor.
Be an active participant in the review and maintenance of procedure manuals and large group training opportunities as requested.
Work collaboratively, in a team environment, to achieve corporate and team goals to enhance the customer experience. Assist others in work processes to accomplish team workload expectations.
Remain current on company systems, forms, and procedures. Continue to develop knowledge of the property and casualty industry, religions, religious organizations, senior living, camps, schools, nonprofits, and operations specific to Church Mutual's business niche.
Maintain confidentiality of the organization's customers and data.
Actively participate in individual and team trainings, meetings, and collaboration sessions.
Suggest and participate in the development of improvements to drive effectiveness.
Actively participates in other projects as assigned by management.

Here's what we expect:

Bachelor's degree or equivalent experience is required.
Property and casualty insurance license required . Relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state requirements.
Minimum 4 years of experience in the Insurance Industry.
Minimum 4 years of experience in customer service.
Strong insurance industry, product, service, and process knowledge.
Previous experience as Quality Analyst or Quality Auditor desired.
CISR designation desired.
Must be a self‑starter with the ability to work independently and in a team environment.
Creative, highly motivated, result oriented, responsive, and decision-oriented individual with emphasis on detail, organization, and quality.
Working knowledge of customer service procedures and practices.
Superior interpersonal and motivational skills.
Excellent written and verbal communications skills required.
Previous leadership and/or quality review experience desirable.
Comfortable leading, coaching, and mentoring.
Excellent multitasking and prioritization skills required.
Ability to learn and utilize technology and software from a variety of sources, including, but not limited to, a variety of Microsoft products.
Consistently demonstrates a positive, professional, and customer-oriented attitude.

Church Mutual is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Exact compensation will vary based on consideration of a variety of factors including education, skills, experience, and location.

#LI-Hybrid

Compensation: 57,100 to 85,600

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Customer Service Quality Analyst

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