Posted 8 months ago  

Quality Assurance Coordinator at Voya Financial

Posted 8 months ago - 135 views - 35 Applied

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Profile Summary:

Responsible for the overall quality initiative for operational tasks. Monitor all operations staff performance for consistency according to company guidelines and procedures.

Profile Description:

  • Develop programs that measure and evaluate performance and the organization’s ability to meet the corporate and industry standards of excellence
  • Provide feedback to managers and agents in a timely and consistent manner
  • Provide data to the Training and Development team for use in one on one coaching sessions
  • 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 operations 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

Knowledge & Experience:

  • Bachelor’s degree or equivalent work experience
  • Minimum 1-3 years business experience in a call center environment.
  • Excellent written and oral communication skills
  • Demonstrate strong interpersonal and organizational skills.

#LI-NA1
At Voya, we have identified the following critical skills which are key to success in our culture:

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.