Quality Assurance Coordinator-Retirement
Voya Financial is committed to providing opportunities for a better financial future. The Quality Assurance Coordinator will be responsible for overseeing the quality initiatives in the Call Center, monitoring performance, providing coaching, and assisting with training and quality-related initiatives.
Responsibilities
- Develop programs that measure and evaluate CSA performance and the organization's ability to meet the corporate and industry standards of excellence
- Monitor calls and provide feedback to Call Center managers and Call Center Rep in a timely and consistent manner
- Provide side by side coaching and/or one on one coaching sessions for all customer service representatives
- Responsible for continued development, measurement and constant improvement, regarding quality and individual metrics. Implement development plan for each representative to meet and exceed quality goals
- Provide Call Center management with individual, team and overall performance evaluations
- Assist with design and implementation of other quality related initiatives
- Act as liaison between Call Center and planning and marketing departments on matters related to the center's performance
- Assist the Training department to improve new employee and recurrent training curriculum
- Other duties as assigned
Skills
- Minimum 1-3 years business experience in a call center environment
- Excellent written and oral communication skills
- Demonstrate strong interpersonal and organizational skills
- Bachelor's degree or equivalent work experience
Benefits
- Health, dental, vision and life insurance plans
- 401(k) Savings plan – with generous company matching contributions (up to 6%)
- Voya Retirement Plan – employer paid cash balance retirement plan (4%)
- Tuition reimbursement up to $5,250/year
- Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
- Paid volunteer time — 40 hours per calendar year
Company Overview
Company H1B Sponsorship