Quality Assurance & Training Coordinator- Customer Services

A company built to serve you. It's your career, Shelter it!

Customer Services Quality Assurance & Training Coordinator

20.59 minimum starting pay

Job Level : Individual Contributor

Shelter maintains broad salary ranges for its roles in order to account for variations in geographic location, education, training, skills, relevant work experience, business needs and market demands. Please remember that this is the minimum starting base pay only and does not consider other components that make up the total rewards package for the position

What You Will Be Doing :

Design and maintain the Quality Assurance and Training Program for the call center. Responsible for auditing and assessing the customer service skills and procedural adherence of new and existing Customer Services employees through evaluating recorded and live calls, providing written feedback and conducting one-on-one coaching sessions with employees in order to facilitate a high level of accuracy and customer service. Train all new and existing Customer Service employees by presenting training in a way that engages and motivates employees and works closely with management, and other departments to ensure training curriculum is up-to-date and effective.

What We're Looking For :

• Must demonstrate and maintain advanced expertise in the CSR role. This includes having a thorough knowledge of company product information, processes and procedures, a proven track record of adherence in these areas, ability to obtain and maintain a P&C producer's license, and a thorough knowledge of CSR competencies and associated proficiency levels.
• Excellent verbal and written communication skills with demonstrated ability to provide clear, concise, and tactful constructive feedback, conduct effective coaching sessions, effectively establish rapport, present information, and respond to questions from policyholders, employees, and management.
• Proven leadership, teaching / facilitation, and creative problem-solving skills to foster a positive and productive work environment, develop interactive learning solutions, capture an audience, and motivate agents during training.
• Ability to prioritize workload and work effectively and accurately in a fast-paced, high-pressure, team environment meeting or exceeding monthly quotas.
• Strong active listening skills, particularly attention to detail, patience, and objectivity.
• Intermediate level computer skills required with proven adaptability to new programs and systems.
• Sound judgement and decision-making skills required to lead quality calibration sessions.
• Preferred 1-2 years related call center experience and / or customer service experience, demonstrating leadership abilities, working knowledge of insurance industry, and Shelter's operations and procedures.
• Ability to perform the essential functions of the position, with or without reasonable accommodation.

Shelter's uncompromising commitment to excellence doesn't stop with our customers. We recognize our employees are what make us a premier organization in the insurance industry. Shelter Employees enjoy such benefits as :

IND1#

If interested, please apply by :

09 / 05 / 2025