Higginbotham Insurance Agency
Employee Response Center Data Assurance Analyst
Higginbotham Insurance Agency, Fort Worth, Texas, United States, 76102
Higginbotham , a privately held, independent insurance and financial services firm that ranks within the top 20 nationwide, has an immediate opening for a
Employee Response Center Data Assurance Analyst
for our
Fort Worth, TX
office. This is an in office position.
Responsibilities of the ERC Call Center Quality Assurance Analyst are:The creation and maintenance of Excel spreadsheets. This could involve inputting personal data, inventory details, or any other information that needs to be organized in a tabular format.The cleaning and validating of existing datasets. This includes identifying and correcting errors, removing duplicates, and ensuring data consistency for reporting purposes.Focus on creating a positive and productive working environment while developing and maintaining an organization with a passion for excellence, compliance, and ongoing quality improvement.Assist Manager with Call Center Quality Programs, technology implementation, and Call Center Customer Service Excellence Programs as needed.Evaluate people, process, and technology improvements to enhance Higginbotham's ability to improve customer satisfaction and maintain compliance.Collaborate with operational leadership to help educate staff on quality findings, mitigate future quality shortfalls, and enhance quality assurance measures. Provide timely and effective communication to the Leadership Team regarding all issues affecting departments.Work collaboratively with the ERC Team Leadership to maintain an environment where all Benefit Specialists embrace the common goal of excellence and ensure congruent quality efforts and knowledge transfer.Create and promote a learning environment to enhance performance and to keep up with industry best practices.Provide oversight to the Ring Central Center to ensure a proactive, action-oriented focus to exceed customer expectations, as well as industry and regulatory quality standards.Provide the ERC Team Leadership support in the completion of the Benefits Specialists' daily and monthly tasks and meeting program service levels.Manage ad-hoc and special projects as requested by Leadership.Performance Management:
Support all programs in the call center and ensure that all documentation for each process/program is accurate and up to date.Training:
Accommodate and support the ERC Team Supervisor regarding administering additional training for employees.Assist the team supervisor and oversee the project plan/training tasks associated with all customer service-related training.Promote ongoing staff and organization training and development activities.Reporting Analytics:
Identify, analyze, and interpret trends and patterns in complex data sets.Perform trend analysis and collaborate with Training and Operations to close performance gaps.Assure that daily, weekly, and monthly reporting is accurately completed and on time.Work with the Director of Employee Engagement to pull and analyze data reports.Responsible for analyzing trends that focus on improved performance, increased efficiencies, and overall compliance.Experience and Education:
Professional experience in a call center QA position or supervisor role.Three (3) or more years of employee benefits, insurance experience, and customer service in/business/industry experience are requiredSpecific Knowledge and Qualifications:
Solid knowledge of customer service policies, practices, and systemsKnowledge of quality improvement processes and performance measurements.Demonstrated project management skills.Previous experience with data management software, data analysis, and reporting.Ability to be flexible and work consistently in a dynamic and changing environment.Highly motivated and committed to excellence with a positive attitude.Possess an outward mindset in leadership.Excellent organizational, prioritization, and time-management skills.Ability to communicate effectivePhysical Requirements:
Ability to lift 25 pounds.Repeated use of sight to read documents and computer screensRepeated use of hearing and speech to communicate on the telephone and in personRepetitive hand movements, such as keyboarding, writing, 10-keyWalking, bending, sitting, reaching and stretching in all directions
Employee Response Center Data Assurance Analyst
for our
Fort Worth, TX
office. This is an in office position.
Responsibilities of the ERC Call Center Quality Assurance Analyst are:The creation and maintenance of Excel spreadsheets. This could involve inputting personal data, inventory details, or any other information that needs to be organized in a tabular format.The cleaning and validating of existing datasets. This includes identifying and correcting errors, removing duplicates, and ensuring data consistency for reporting purposes.Focus on creating a positive and productive working environment while developing and maintaining an organization with a passion for excellence, compliance, and ongoing quality improvement.Assist Manager with Call Center Quality Programs, technology implementation, and Call Center Customer Service Excellence Programs as needed.Evaluate people, process, and technology improvements to enhance Higginbotham's ability to improve customer satisfaction and maintain compliance.Collaborate with operational leadership to help educate staff on quality findings, mitigate future quality shortfalls, and enhance quality assurance measures. Provide timely and effective communication to the Leadership Team regarding all issues affecting departments.Work collaboratively with the ERC Team Leadership to maintain an environment where all Benefit Specialists embrace the common goal of excellence and ensure congruent quality efforts and knowledge transfer.Create and promote a learning environment to enhance performance and to keep up with industry best practices.Provide oversight to the Ring Central Center to ensure a proactive, action-oriented focus to exceed customer expectations, as well as industry and regulatory quality standards.Provide the ERC Team Leadership support in the completion of the Benefits Specialists' daily and monthly tasks and meeting program service levels.Manage ad-hoc and special projects as requested by Leadership.Performance Management:
Support all programs in the call center and ensure that all documentation for each process/program is accurate and up to date.Training:
Accommodate and support the ERC Team Supervisor regarding administering additional training for employees.Assist the team supervisor and oversee the project plan/training tasks associated with all customer service-related training.Promote ongoing staff and organization training and development activities.Reporting Analytics:
Identify, analyze, and interpret trends and patterns in complex data sets.Perform trend analysis and collaborate with Training and Operations to close performance gaps.Assure that daily, weekly, and monthly reporting is accurately completed and on time.Work with the Director of Employee Engagement to pull and analyze data reports.Responsible for analyzing trends that focus on improved performance, increased efficiencies, and overall compliance.Experience and Education:
Professional experience in a call center QA position or supervisor role.Three (3) or more years of employee benefits, insurance experience, and customer service in/business/industry experience are requiredSpecific Knowledge and Qualifications:
Solid knowledge of customer service policies, practices, and systemsKnowledge of quality improvement processes and performance measurements.Demonstrated project management skills.Previous experience with data management software, data analysis, and reporting.Ability to be flexible and work consistently in a dynamic and changing environment.Highly motivated and committed to excellence with a positive attitude.Possess an outward mindset in leadership.Excellent organizational, prioritization, and time-management skills.Ability to communicate effectivePhysical Requirements:
Ability to lift 25 pounds.Repeated use of sight to read documents and computer screensRepeated use of hearing and speech to communicate on the telephone and in personRepetitive hand movements, such as keyboarding, writing, 10-keyWalking, bending, sitting, reaching and stretching in all directions