Quality Assurance Coordinator-Retirement

Voya Financial is committed to providing opportunities for a better financial future. The Quality Assurance Coordinator will be responsible for overseeing the quality initiatives in the Call Center, monitoring performance, providing coaching, and assisting with training and quality-related initiatives. Responsibilities Develop programs that measure and evaluate CSA performance and the organization's ability to meet the corporate and industry standards of excellence Monitor calls and provide feedback to Call Center managers and Call Center Rep in a timely and consistent manner Provide side by side coaching and/or one on one coaching sessions for all customer service representatives Responsible for continued development, measurement and constant improvement, regarding quality and individual metrics. Implement development plan for each representative to meet and exceed quality goals Provide Call Center management with individual, team and overall performance evaluations Assist with design and implementation of other quality related initiatives Act as liaison between Call Center and planning and marketing departments on matters related to the center's performance Assist the Training department to improve new employee and recurrent training curriculum Other duties as assigned Skills Minimum 1-3 years business experience in a call center environment Excellent written and oral communication skills Demonstrate strong interpersonal and organizational skills Bachelor's degree or equivalent work experience Benefits Health, dental, vision and life insurance plans 401(k) Savings plan – with generous company matching contributions (up to 6%) Voya Retirement Plan – employer paid cash balance retirement plan (4%) Tuition reimbursement up to $5,250/year Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. Paid volunteer time — 40 hours per calendar year Company Overview Voya Financial is a financial services company that specializes in the fields of retirement, investments, and insurance. It was founded in 1991, and is headquartered in Atlanta, Georgia, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship Voya Financial has a track record of offering H1B sponsorships, with 1 in 2025, 4 in 2024, 2 in 2023, 1 in 2022, 5 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.