Quality Specialist I

Aon is looking for a Quality Specialist I

As part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of our Aon’s Affinity business group within Aon Risk Solutions, in Alpharetta, GA.

This position will be Hybrid with 2-3 days in the office. As a Quality Specialist, you will report to the Operational Excellence Manager.

Your impact as a Quality Specialist

SUPPORTS the Account Executives in the aspects of maintaining and increasing quality levels for our clients from both business and regulatory perspectives.

PERFORMS timely quality audits and coaching daily in support of assigned clients. DOCUMENTS all audits in a quality manner.

COLLABORATES with clients, management, and training with data analysis of trends for improvements with our Debt Cancellation clients.

COLLABORATES and provides support for client relationships and deliverables with key partner contacts on a day-to-day basis.

MONITORS key metrics that will support transactional surveillance to meet client SLA’s. This position requires extensive knowledge of functional processes within the company and the impacts of any process changes to quality for all clients.

ACTIVELY LISTENS to concerns, needs, goals or objections, both stated and unstated, and proactively develops solutions to meet those needs.

Job Responsibilities :

• Performs daily quality audits for Analysts as required as it pertains to benefit adjudication, customer care 2nd tier resolution, outbound calls, on-line chat and email, all while ensuring to meet specific client SLAs / SOPs.
• Conducts audits and identifies coaching opportunities; provides feedback to the Analysts.
• Responsible for documenting and filing all coaching documentation and emails in a timely basis as outlined in SOPs.
• Communicate with the management team about Analysts who are not meeting standards.
• Perform surveillance of day-to-day customer transactions / processes. Identify opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process issues.

Maintain job aids for day-to-day surveillance processes.

• Leads weekly Performance Meetings with clients on your topic.
• Leads in the preparation of performance reporting to deliver in the monthly (or as assigned by client management) review calls with assigned clients.

Leads in the preparation of performance reporting to deliver in the meetings.

• Identify performance trends and patterns and make appropriate training recommendations as well as recommendations for policy and procedure changes that may enhance service productivity.
• Leads in the annual audits with clients. There is a large amount of preparation and review for these annual audits. Ensures all documentation of audits and coaching as required by assigned clients is completed on an on-going basis.

You bring knowledge and expertise

Required Experience :

• 2 + years of quality assurance experience, preferably in a contact center or insurance environment
• Ability to provide direct feedback and one-on-one coaching
• Possesses good working knowledge of adult learning styles, theories, and methods
• Excellent verbal and written communications skills
• Must be comfortable with technology and able to fully utilize PC office products such as Word, Excel, Power Point, and Outlook
• Ability to work independently and meet deadlines with strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and teamwork

Preferred Experience :

Bilingual in Spanish

Education

College preferred or equivalent work experience.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work / life balance, ensuring you can be your best self at Aon.

Furthermore, all colleagues enjoy two Global Wellbeing Days each year, encouraging you to take time to focus on yourself.

We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work.

• and we are all for it. We call this Smart Working!
30+ days ago