Workforce Management (WFM) & Quality Assurance (QA) Analyst

Security First Managers

  • Ormond Beach, FL
  • Permanent
  • Full-time
  • 15 days ago
We are seeking a Workforce Management (WFM) & Quality Assurance (QA) Analyst to support, maintain, and optimize Workforce Management, Quality Assurance, and Contact Center applications. Responsibilities include workforce management scheduling and real-time adherence during live operations, including analysis and reporting for customer support, claims, and the sales departments.In this role it will be required to perform quality assurance by reviewing and evaluating customer contacts from all channels (Call, Chat, Text and Email). In addition, identify and report patterns and areas of opportunity to optimize the current WFM, Quality Assurance, and Contact Center platforms. This role will also run extensive reporting for leadership. Work is performed with minimal supervision and using initiative and independent judgment is required. The position requires a general understanding of the assigned function or business area.This role primarily involves conducting quality assurance (QA) reviews and evaluations for inbound and outbound calls, as well as written channels like chat, text, and email to ensure customer satisfaction. Meeting monthly QA quotas, analyzing trends, and providing regular reporting are key aspects. Additionally, maintaining knowledge of company guidelines, providing technical support, and serving as a subject matter expert in collaboration meetings are vital. Flexibility to respond to emergencies and assist other departments is also required.Minimum Requirements:
  • High school diploma or equivalent
  • One (1) years of experience of industry experience in property insurance or property claims is required
  • OR an equivalent combination of education, certification, training, and experience
  • Advanced understanding of underwriting and claims processes and procedures
  • Understanding of customer experience best practices
  • Ability to work independently with minimal supervision under tight deadlines
Certifications and Licenses:
  • May be required to possess a valid state of Florida driver's license
  • Florida property & casualty (P&C) 440 license
  • Insurance industry designations or trade certifications
Preferred Qualifications:
  • Six (6) months of industry experience in property & casualty underwriting
  • Experience with Five9 and/or other CX and workforce management platforms
  • State of Florida 2:20 General Lines Agent License
  • Understanding of workforce management best practices and principles
  • Bilingual (English / Spanish)

Security First Managers