(Remote part-time) Customer Service Quality Assurance-Sr Associate

At Allstate, we believe that great things happen when our people work together to protect families and their belongings from life's uncertainties. For over 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. This position is designed to provide reviews on product knowledge and customer care call coaching to employees, ensuring adherence to customer interaction standard processes, transactional accuracy guidelines, regulatory compliance, and company policies within our contact centers. The role involves providing both verbal and written feedback regarding accuracy and competencies to employees and leadership, fostering a culture of continuous improvement and excellence in customer service. In this role, you will be expected to influence and educate your peers by setting an example, providing direction, and generally raising the level of performance of others while on the job. You will provide feedback to peers and leaders, ensuring that quality and timeliness expectations are met. Additionally, you will take calls to maintain personal proficiency and support office-level goals, build and maintain client relationships, and attend calibration meetings to achieve consistency in the review process. Facilitating training for new hires and rotational employees will also be part of your responsibilities, along with ensuring timely reviews occur and identifying trends to assist with specific training needs as requested. This position is crucial in maintaining the high standards of customer service that Allstate is known for, and it offers an opportunity to make a significant impact on the team's performance and customer satisfaction.



Responsibilities

Able to influence and educate by setting the example, providing direction and generally raising the level of performance of others while on the job
Provides feedback to peers and leaders
Provides review updates on quality and/or timeliness expectations
Take calls to maintain personal proficiency and to support office level goals
Builds and maintains client relationships
Attends and presents at calibration meetings to achieve consistency in the review process
Facilitates training for new hires and rotational employees as required
Ensures timely reviews occur
Identifies trends and assists with specific training needs as requested



Requirements

4 year Bachelors Degree (Preferred)
0-2 years experience (Preferred)
Customer Centricity
Digital Literacy
Inclusive Leadership
Learning Agility
Results-Oriented



Benefits

Flexible work environment
Opportunities for professional development
Inclusivity and diversity awards recognition

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