Note: The job is a remote job and is open to candidates in USA. Aegon is a company focused on providing quality assurance in customer service. They are seeking a Customer Service Quality Specialist to conduct quality assurance reviews, monitor service transactions, and provide recommendations for quality improvements.
Responsibilities
- Utilizes working knowledge of processing and quality functions, compliance with state and federal regulations, SOX, SEC, IMSA and quality functions in the Customer Contact Center
- Monitor accuracy, timeliness and efficiency of service transitions
- Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations
- Work with management staff on resolutions
- Regularly audit the work within the teams for accuracy and adherence to procedures, provide one on one coaching or training recommendations to management on areas requiring improvement
- Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective
- Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements
- Remain abreast of current procedures and changes
Skills
- Associates degree or equivalent work experience required
- Minimum of 0-1 years customer service experience required
- Ability to adapt to changing processes
- Meet multiple deadlines
- Strong communication skills
- Superior soft skills
- Working knowledge of insurance industry operations, SOX, state & federal regulations
- Strong analytical, organizational, problem solving and customer service skills
- Ability to differentiate between products and work types
- Strong verbal and written communication skills
- Positive professional attitude
- Ability to coach, motivate, and mentor others
- Attention to detail
- Seeking knowledge through LOMA & dept. classes
Benefits
- Annual Bonus based on the Company Bonus Plan/Individual Performance
Company Overview
Aegon offers products and services in the life insurance, pension, retirement, and asset management fields. It was founded in 1983, and is headquartered in Den Haag, Zuid-Holland, NLD, with a workforce of 10001+ employees. Its website is https://www.aegon.com/.