Contact Center Quality Assurance Associate

Contact Center - Quality Associate IWhat's it like to work here?At National Life, do work that matters in a culture where people matter. Be part of a growing company, where you drive your career and have an impact every day. We believe that growth isn't just about numbers, it's about keeping promises to our customers and each other. We see ourselves as "do gooders" who have been contributing to our company, our cause and our communities for over 170 years. Watch a few videos to get to know us.National Life Group currently has an opening for a Quality Associate to work with the Contact Center to help to ensure that we are delivering positively transformative experiences through monitoring the transactions performed by our Contact Center associates. The Quality Associate also helps to proactively identify opportunities for process improvement, technological investment, and enhanced training to drive positive change to the customer and agent experience.Key Responsibilities Observe, review, and record Contact Center transactions to ensure that the transaction was complete, accurate and in line with internal and external requirementsProvide management reporting of Contact quality data (Calls, emails, chat, text, etc.)Assist with follow-up to policyholder or agent inquiries in regard to transactionsProactively seek process improvement opportunitiesUnderstand customer and agent needs and requirements to execute effective quality control processesImplement quality assurance standards and assure ongoing compliance with quality and industry standardsQualifications: Does this sound like you?Strong Industry-specific product and process technical expertiseOutstanding analytical and problem detection and solving skillsAbility to work in a fast-paced environment, independently and as a team player.Must be comfortable providing reports and presentations to Leadership teamThorough and observant, with an eye for detailCustomer focused with exceptionally strong communication skillsOrganized, driven, innovative and able to set and meet deadlinesProficient with the Microsoft Office suite (Outlook, Word, PowerPoint, Excel)Must be able to pass a background checkCollege degree preferredNational Life requires all new hires to record their vaccination status and, if applicable, submit acceptable proof of vaccination, within 3 business days of their start date.The base compensation range represents the low and high end of the compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees. Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.National Life offers a competitive total rewards package, which includes a 401(k) retirement plan match, medical, dental, and vision insurance, paid holidays, and a generous paid time off plan, as well as other benefits.National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT - founded in 1848, Life Insurance Company of the Southwest, Addison, TX - chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.National Life Group1 National Life DrMontpelier, VT 05604Social Media PolicySite Disclosure and Privacy Policy