Call Quality Assurance Specialist

As a Call Quality Assurance Specialist, you will l ensure that all calls meet our company's standards for customer service excellence, and compliance with underwriting principles.

About Us

General Accident is a leading insurance company in Jamaica and has expanded to other territories such as Trinidad & Tobago, and Barbados. We are committed to providing exceptional service and coverage to our clients. We are seeking a highly skilled and experienced Call Quality Assurance Specialist to join our team.

Key Responsibilities

1. Monitor and evaluate calls to ensure compliance with company policies and underwriting principles.
2. Provide feedback and coaching to Digital Unit Team to improve call quality.
3. Develop and implement quality assurance standards and procedures.
4. Conduct regular audits of calls to identify areas for improvement.
5. Analyze data and prepare reports on call quality metrics.
6. Collaborate with other departments to ensure consistent quality standards across the organization.

Requirements

• First Degree in Business Administration or any related discipline from a recognised tertiary-level educational institution.

• Previous experience working as a Quality Assurance Specialist is a plus or related field.

            (Minimum 1 year required).

• Excellent communication skills and the ability to provide constructive feedback.
• Approachable and authoritative demeanour
• Strong Problem-Solving Skills.
• Complete grasp of the English language, and able to communicate both spoken and written.
• Familiarity with underwriting principles is a plus.
• Technologically savvy, with the ability to use call monitoring software and other relevant tools.
• Strong analytical skills and attention to detail.
• Ability to work independently and as part of a team.
• Relevant certification or training in quality assurance is a plus.
• Results driven with attention to detail.
• Technologically savvy and knowledgeable about new and emerging Customer Service Trends.
• Clear Telephone voice.
• Excellent interpersonal skills.
• Basic computer skills and knowledge of database software.
• High-level typing skills.
• Advanced knowledge of telephone and call forwarding systems.
• Ability to remain calm in stressful situations.
• Motivate and evaluate staff and provide for their training and development.
• Develop and implement and maintain call quality standards.
• Provide weekly reports on the progress of each Digital Unit Customer Support Agent.
• Exercise independent judgment and initiative.
• Train and orient new and existing employees in call quality management.
• Ability to maintain confidentiality.

CONTACTS

For the Quality Assurance Specialist, you will be required that you interact / liaise with categories of internal and external contacts. These will be classified as:

• Claims
• Underwriting
• Finance
• Information Technology Team

BENEFITS

• Competitive Salary
• Health Insurance
• Retirement Plan
• Paid Time Off
• Professional Development Opportunities
• Discounts on Insurance
• Uniform
• Lunch

LIMITS OF AUTHORITY

1. Confidentiality about the company’s operations must be always maintained.
2. No commitment of the company’s resources without prior approval of the Chief Information Officer, Chief Operating Officer, or Managing Director.