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Call Center Quality Assurance Manager in Houston, TX at ACCC Insurance Company

Date Posted: 11/14/2018

Job Snapshot

Job Description

ACCC Insurance Company is currently seeking a Call Center Quality Assurance Manager to join the Underwriting department.

Under the direction of the Director of Underwriting and/or the Development Manager of Underwriting, the Call Center Manager is responsible for the daily, real-time, call center operations and staff. This is a management positions within our Underwriting department and is suited for career focused professionals with leadership qualities and ambitions interested in continuing a career path in Underwriting and management. We are seeking service minded professionals with the motivation and drive to progress within the organization and the willingness to learn from the training provided on the job and through our Learning and Development department. We believe in providing support, training, and coaching to ensure an achievable and successful career.

Key Responsibilities:

  • Create, develop, and implement quality testing and monitoring within the Underwriting call center
  • Provide feedback of common trends, gaps, and performance needs to Underwriting management team
  • Creates training curriculum and materials and facilitates training classes in conjunction with Underwriting and Learning & Development Trainers
  • Manage and oversee employee schedules
  • Analyzes workflows and procedures within the department to recommend improvements to accuracy and efficiency of the call center
  • Monitor calls and internal audits to verify accuracy and provide constructive feedback to Underwriting management of findings
  • Manage quality of performance through live monitoring and use of recorded calls
  • Create, implement, and monitor metrics within the call center
  • Ensure company and department policies, guidelines, and procedures are enforced within the call center
  • Conduct one on one’s with supervisor and call center staff as needed
  • Follows company rules, state guidelines, and protocols
  • Perform other duties as may be assigned


Job Requirements

Skills and Qualifications:

  • Demonstrate ability to multi-task, organize, take initiative, follow up independently and as a team with minimal supervision
  • Demonstrate critical thinking and problem solving skills with minimal supervision
  • Demonstrate excellent organization, verbal and written communication skills
  • Exceptional typing and computer skills, as well as technical knowledge of MS Office products and Windows
  • Exceptional knowledge of workforce management software such as Calabrio and Finesse
  • Demonstrates ability to successfully develop and coach employees and teams to meet department performance expectations
  • Uses knowledge and resources to make informed decisions
  • Willingness to actively participate in development trainings
  • Conduct or participate in observation of other company positions
  • Comply with all company policies and procedures
  • Listens and communicates effectively
  • Present a professional and helpful appearance

Educational/Experience Requirements:

  • Bachelor’s Degree or equivalent combination of education and experience
  • Minimum of two years of call center management experience
  • Bilingual (English and Spanish) required
  • Auto insurance experience preferred
  • Property and Casualty or Limited Lines license helpful


Pre-hire Requirements

  • Must be willing to submit to background checks including identity, criminal background, credit history, employment verifications and drug test.


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