Summary

The Customer Care Quality and Training Specialist is responsible for monitoring, analyzing, and enhancing the quality of interactions between customer care representatives and customers. This role involves developing, maintaining, and facilitating comprehensive training programs. Additionally, the Specialist will create and manage standardized processes and communications. This role ensures customer care representatives meet performance standards and training needs are identified. The Specialist collaborates with various departments to implement consistent, effective, and efficient processes that enhance the customer experience and support the company's business objectives.

WHY Jewelers Mutual: 

We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy! We continue to raise the tide of the jewelry industry we’ve served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve.

With a generous benefits package, office locations throughout the United States, and a mantra of “making your mark today”, consider evolving your career and shining bright with Jewelers Mutual Group!

Essential Duties and Responsibilities

Quality Assurance:

• Design and participate in customer interaction monitoring formats and quality standards.
• Monitor customer interactions and provide trend data to leadership.
• Provide one-on-one coaching sessions (side-by-sides) to observe and guide Customer Care Representatives in real-time interactions.
• Conduct regular coaching sessions with Customer Care Representatives to reinforce best practices, customer care standards, and quality expectations.
• Use quality monitoring systems to compile and track performance at team and individual levels.
• Analyze customer-facing interactions and backend processing.
• Participate in customer listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups.
• Coordinate and facilitate call calibration sessions for Customer Care.
• Prepare and analyze internal and external quality reports for management review.
• Other duties may be assigned.

Documentation and Communication:

• Create and manage standardized procedures and communication processes.
• Manage Customer Care SharePoint and future knowledge base systems.
• Develop, coordinate, maintain, and assist with the creation of all department documents and communications, including SOPs, newsletters, emails, and training documents.
• Provide clear, constructive feedback on processes, documents, and communication.
• Ensure all work completed aligns with the company's and department's goals and objectives, fostering a customer-centric environment.
• Drive consistency and accuracy in all processes and communications.

Training and Development:

• Develop, implement, and facilitate training for Customer Care and related departments.
• Identify and assess current and future training needs, including system training, policy and procedure training, customer service, and sales training.
• Ensure consistency in the training process and timely department communication.
• Use training assessments, surveys, and other tools to evaluate training gaps and implement necessary changes.
• Formulate and refine training documentation for changes within the Personal Lines business units.
• Maintain a thorough understanding of training quality trends, developments, and best practices, including adaptive training methods tailored to various learning styles.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership Responsibilities

• Indirectly supervises new hire classes during training within the classroom setting.
• Provides feedback to Customer Care Representatives and communicates effectively with Leadership in a level of indirect authority.

Qualifications

• A Bachelor's degree is preferred; however, a combination of some college coursework and relevant work experience will also be considered.
• Minimum of two years of insurance experience, contact center experience, and/or quality assurance/training experience preferred.
• Jewelry experience is a plus.

Skills

• Excellent oral, written, and interpersonal communication skills.
• Ability to adapt curriculum and effectively present it to diverse audiences.
• Strong interpersonal and presentation skills.
• Proficiency in Microsoft suite applications (Word, Excel, Outlook, PowerPoint) and capability to become proficient in the Guidewire product suite.
• Exceptional writing, editing, and proofing skills.
• Sound understanding of adult learning techniques and best practices in training design and delivery.
• Attention to detail and ability to manage time effectively.
• Ability to effectively manage multiple projects and assigned tasks.

Certificates, Licenses, Registrations  

• Property/Casualty Insurance Agents License from all 50 states or ability to obtain within 30 days of employment preferred.
• Continuing education as required to maintain the license.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.