Security First Insurance
Workforce Management (WFM) & Quality Assurance (QA) Analyst
Security First Insurance, Ormond Beach, Florida, United States, 32174
Overview
We are seeking a Workforce Management (WFM) & Quality Assurance (QA) Analyst to support, maintain, and optimize Workforce Management, Quality Assurance, and Contact Center applications. Responsibilities include workforce management scheduling and real-time adherence during live operations, including analysis and reporting for customer support, claims, and the sales departments.
Responsibilities
Perform quality assurance by reviewing and evaluating customer contacts from all channels (Call, Chat, Text and Email).
Identify and report patterns and opportunities to optimize the current WFM, Quality Assurance, and Contact Center platforms.
Run extensive reporting for leadership.
Work with minimal supervision and using initiative and independent judgment.
Demonstrate a general understanding of the assigned function or business area.
Conduct QA reviews and evaluations for inbound and outbound calls, as well as written channels like chat, text, and email to ensure customer satisfaction.
Meet monthly QA quotas, analyze trends, and provide regular reporting.
Maintain knowledge of company guidelines, provide technical support, and serve as a subject matter expert in collaboration meetings.
Flexibility to respond to emergencies and assist other departments as needed.
Minimum Requirements
High school diploma or equivalent
One (1) years of experience of industry experience in property insurance or property claims is required
Or an equivalent combination of education, certification, training, and experience
Advanced understanding of underwriting and claims processes and procedures
Understanding of customer experience best practices
Ability to work independently with minimal supervision under tight deadlines
Certifications And Licenses
May be required to possess a valid state of Florida driver’s license
Florida property & casualty (P&C) 440 license
Insurance industry designations or trade certifications
Preferred Qualifications
Six (6) months of industry experience in property & casualty underwriting
Experience with Five9 and/or other CX and workforce management platforms
State of Florida 2:20 General Lines Agent License
Understanding of workforce management best practices and principles
Bilingual (English / Spanish)
Seniority level
Associate
Employment type
Full-time
Job function
Strategy/Planning and Information Technology
Industries
Insurance
#J-18808-Ljbffr
Responsibilities
Perform quality assurance by reviewing and evaluating customer contacts from all channels (Call, Chat, Text and Email).
Identify and report patterns and opportunities to optimize the current WFM, Quality Assurance, and Contact Center platforms.
Run extensive reporting for leadership.
Work with minimal supervision and using initiative and independent judgment.
Demonstrate a general understanding of the assigned function or business area.
Conduct QA reviews and evaluations for inbound and outbound calls, as well as written channels like chat, text, and email to ensure customer satisfaction.
Meet monthly QA quotas, analyze trends, and provide regular reporting.
Maintain knowledge of company guidelines, provide technical support, and serve as a subject matter expert in collaboration meetings.
Flexibility to respond to emergencies and assist other departments as needed.
Minimum Requirements
High school diploma or equivalent
One (1) years of experience of industry experience in property insurance or property claims is required
Or an equivalent combination of education, certification, training, and experience
Advanced understanding of underwriting and claims processes and procedures
Understanding of customer experience best practices
Ability to work independently with minimal supervision under tight deadlines
Certifications And Licenses
May be required to possess a valid state of Florida driver’s license
Florida property & casualty (P&C) 440 license
Insurance industry designations or trade certifications
Preferred Qualifications
Six (6) months of industry experience in property & casualty underwriting
Experience with Five9 and/or other CX and workforce management platforms
State of Florida 2:20 General Lines Agent License
Understanding of workforce management best practices and principles
Bilingual (English / Spanish)
Seniority level
Associate
Employment type
Full-time
Job function
Strategy/Planning and Information Technology
Industries
Insurance
#J-18808-Ljbffr