What are the responsibilities and job description for the Quality Assurance Specialist (Call Center) position at Church Pension Group Services Corporation?
Description
Department : Client Services
Job Type : Regular Full Time
Education Level : BA / BS or combination of education and experience
Required Years Experience : 5
Church Pension Group (CPG) is a financial services organization that serves the Episcopal Church, located in Midtown Manhattan. CPG was founded in 1917 to provide pension benefits to eligible clergy of the Episcopal Church. Since then, its mission has expanded to include life and disability insurance, health benefits, property & casualty insurance, and publishing.
The Quality Assurance Specialist reports to the VP Operational Training and QA. This role will be responsible for assessing, coaching, and implementing quality standards for inbound / outbound calls and processing service requests for our Client Service Team. This role will also establish guidelines governing customer interactions and overseeing monitoring programs such as targeted audits, peer-to-peer reviews, quality assurance reviews, etc.
The role will have a true commitment to our clients by building partnerships and business acumen to influence world-class customer service, while maintaining a commitment to educate the team on tools to provide an effortless experience with every interaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Perform quality reviews; monitors inbound and / or outbound calls and service requests to analyze and evaluate customer service skills against established quality metrics, including but not limited, to call process measurements, accuracy of information, effective call management, and demonstrated professionalism
- Conduct targeted audits and peer-to-peer reviews on specific processes to ensure quality expectations are consistently being met
- Rate calls and processes according to pre-defined criteria, and record results for reporting purposes
- Documents quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings.
- Ensure all staff are informed of and comply with departmental policies and procedures and distribute information and material to staff as appropriate.
- Develop and document necessary refresher job aids and policies as deemed necessary based on Quality results.
- Investigate events where appropriate, determine the root causes of incidents and share information with appropriate CE Management within reasonable timeframes.
- Communicate outcomes of QA audits to managers and leads, and clearly recommend individual coaching opportunities for staff
- Provide monthly quality reports to senior management
- Assist the training team with ongoing training for staff with regards to identified areas of improvement, system software usage, and other items that could influence audit quality
- Effective performance of the essential functions of this position requires regular in-person, on-site interaction with colleagues, both for purposes of relationship building and meaningful collaboration.
QUALIFICATIONS
EDUCATION and / or EXPERIENCE
PHYSICAL DEMANDS
Extensive use of a computer keyboard is a demand of the position to perform the essential functions of this job successfully.
WORK ENVIRONMENT
Currently, hybrid work environment, which requires working in CPG's office Tuesdays through Thursdays and flexibility to work remotely on Mondays and Fridays. Church Pension Group employees must maintain a professional, compassionate, and trustworthy work environment always. Reasonable accommodations may be made to enable someone with a disability to perform the essential functions of the job within this environment.
Salary Range : $79,000 - $100,000
Join us and Create A Better Future For Yourself!
Flexible Benefits available to eligible employees :
Core Benefits automatically provided to eligible employees :
Elective Benefits available to eligible employees :
Educational Assistance Program available to eligible employees
Maternity / Paternity Leave available to eligible employees
Time Off available to eligible employees : Vacation, Sick, Personal and Holidays
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Please understand that, as a general policy, CPG does not sponsor visas.
EOE : Minorities / Female / Disability / Vet / Sexual Orientation
If you are a CPG employee, please use your CPG email address when creating your profile to apply.
Salary : $79,000 - $100,000
