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Job Description:
The Allstate Corporation is the nation’s largest publicly held personal lines insurer. A Fortune 100 company, with $156 billion in assets, Allstate sells 13 major lines of insurance, including auto, property, life and commercial. Allstate also offers retirement and investment products and banking services. Allstate is widely known through the “You’re In Good Hands With Allstate®” slogan. Allstate was founded in 1931 and became a publicly traded company in 1993.
Quality Assurance Consultant
Allstate Roadside Services is the second largest publicly traded provider of roadside assistance and associated services in the U.S. marketplace today. Allstate Roadside Services emerged from an acquisition by Allstate Insurance Company of the Partnership Marketing Group (PMG) in 2008, integrating them with Allstate Motor Club, one of the nation's top motor clubs with nearly 50 years of roadside expertise. PMG's 43 year heritage brought a rich portfolio of offerings; such as Signature Motor Club, one of the leading providers of roadside assistance in the nation; as well as legal benefit plans and membership-based affinity offerings.
Unifying these two highly recognized and well established roadside assistance providers enables Allstate Roadside Services to continue to serve millions of drivers in the U.S., Canada, and Puerto Rico through the Allstate Motor Club, as well as a wide array of industries, including wireless providers, fleet vehicles, and one of the fastest growing segments in the marketplace: wholesale auto partners (OEM)s. For more information, visit www.allstateroadsideservices.com.
The Quality Assurance Consultant will be responsible for execution and administration of call quality measurement process for all ARS internal and vendor call centers
Scope and Responsibilities:
- Manages assigned client monitoring programs and administers call quality measurement process at all applicable vendor and internal call center sites.
- Implements plan to ensure that all business partners/vendors/internal sites consistently meet call quality standards including call monitoring volumes, and acceptable overall performance measures.
- Work with manager to build QA programs/formats/forms to meet assigned client based monitoring requirements.
- Monitor and assess CSR performance based on established standards.
- Coach CSRs as required.
- Conduct/attend cross center/client regular calibration sessions in order to assure like kind and quality scoring exists across locations, shifts, and as appropriate, clients.
- Facilitate/attend all client based monitoring and provide appropriate feedback.
- Follow through all client based feedback including any corrective measures required in order to address performance deficiencies identified.
- Provide timely and accurate reporting including CSR scorecards and client overview as required.
- Complete all internal and client based reporting in a timely and accurate manner.
- Analyze individual and aggregate level performance data for assigned clients and execute prioritized process improvements in support of client and business needs.
- Perform trend analysis.
- Interface with client, relationship management, and functional leadership as required in order to ensure attainment of key performance metrics.
Unique Skill Sets / Requirements
- 3+ years experience in Quality Assurance and/or Training Methodologies.
- Ability to manage numerous priorities across multiple locations.
- Develop and maintain strong product and process knowledge ention to detail by line (Wholesale and Retail) across a variety of IT platforms.
- Technical aptitude in relation to CSR toolset and interfacing systems/processes.
- Interface with a 24/7/365 operation.
- Solid presentation skills.
- Effective verbal and written communication skills.
Education and Systems Experience:
Bachelor's degree or equivalent education and/or experience. Proficiency in NICE/E Advisor or other Call Recording software
Additional Information:
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