What are the responsibilities and job description for the Customer Service Supervisor (Training & Quality Assurance) position at Great American Insurance Company?

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.

The Specialty Equipment division is looking for a Customer Service Training & QA Supervisor to join their team. This individual will be responsible for the training and quality assurance in our 40-person Customer Contact Center. The Contact Center is responsible for inbound & outbound calls, e-mails and document processing work. The position will work from our Bellevue, WA office Monday through Friday and is eligible for a Hybrid work schedule after our initial training period.

Essential Job Functions and Responsibilities

Productivity & Quality of your direct reports : Coordinate day-to-day activities for 2-4 Training & Quality Assurance Team members :

Assign Training and Quality Assurance work.

Use data from training surveys to provide feedback to trainers.

Ensure effective training and quality assurance work.

You and your team are responsible for training new team members and providing corrective training and new program training for existing staff. You will collaborate with department leaders to identify additional recurrent training needs.

Coordinate training activities with department managers / supervisors to minimize disruption to service.

Training Materials : Take responsibility for existing training materials and ensure they are updated, as necessary. Develop new training materials to support latest programs and / or new clients.

Training program design and enhancements :

Research and implement new methods of presentation and delivery as appropriate.

Utilize available technology / software to create training materials.

Quality Assurance : oversee the call and document audit processes to confirm we are meeting our quality standards. Collaborate with Supervisors / Managers to support their team members who are not meeting standards.

Manage confidential information professionally.

Maintain current knowledge of organization, division, communication, and products.

Accessibility during core work hours is essential to support direct reports, trainees and to collaborate with other department leaders.

Perform other Duties as assigned.

Job Requirements

Bachelor's degree or equivalent experience.

2 or more years of training, teaching, and / or presentation related experience.

At least 1 year of supervisory / leadership experience.

Excellent written & verbal communication skills.

Proficient keyboard skills with a typing speed of 40 WPM.

Business Unit : Specialty Equipment

Salary Range :

70,000.00 -$82,800.00

Benefits :

Compensation varies by role, position level, and location. Individual pay is influenced by skills, education, training, certifications, experience, and the role's scope and complexity, along with business needs.

We offer a competitive Total Rewards package, including medical, dental, and vision plans starting on day one, PTO, paid holidays, commuter benefits, an employee stock purchase plan, education reimbursement, paid parental leave / adoption assistance, and a 401(k) plan with company match. These benefits are available to eligible full-time and part-time employees.

Your recruiter can provide more details about our total rewards and specific compensation ranges during the hiring process.

Salary : $70,000 - $82,800

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Customer Service Supervisor (Training & Quality Assurance)

What are the responsibilities and job description for the Customer Service Supervisor (Training & Quality Assurance) position at Great American Insurance Company?

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