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Lead Associate
hace 3 semanas
Job Summary:
Evaluates business unit performance and quality of contact, processing and/or file handling. Consults with business unit to identify primary opportunities impacting quality and recommends course of action to correct unfavorable performance. Leads and executes all aspects of evaluations on a rotational basis, for specific and/or multiple locations. This also includes presentation of results and information to business partners and leaders.
Essential Job Functions:
- Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts.
- Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer ́s journey.
- Contributes to benchmark audits and targeted reviews.
- Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.
- Partners with leadership to identify targeted audit needs for individual sites or teams.
- Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
- Consults with business to identify top opportunities and recommends actions to improve work product and business results.
- Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.
- Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers.
- May serve as team audit lead on a rotational basis.
- Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits.
- Analyzes audit data and assembles audit summary reports for leadership distribution.
- Participates in audit closing conferences with leadership.
- Completes secondary reviews of peer audits to ensure internal consistency of work.
- Assists Compliance with targeted reviews.
- Trains new members and mentors potential successors.
- Performs other duties as assigned.
- 1-3 years experience working in a claims or contact center environment required.
- Experience in a Performance Coach or similar position preferred.
- Experience in a Supervisory position or team lead role preferred.
- High school diploma or equivalent required. Bachelor ́s degree preferred.
- Strong verbal communication and listening skills as well as demonstrated written communication skills.
- Ability to build strong customer relationships and influence decision making at various levels of leadership.
- ENG B2
- Demonstrated analytical skills.
- Ability to influence internal and/or external constituents.
- Demonstrated ability to maintain confidential information.
- Maintains a high degree of professionalism.
- Demonstrates a high commitment to quality.
- Excellent collaboration and team building skills.
- Develops and delivers effective presentations.
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