Quality and Insurance Analyst
Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them.
We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.
Reporting to the US Quality Specialist, the Customer Solutions Center (CSC) is seeking an individual with a strong attention to detail to join our team as a Quality and Insurance Analyst. This individual will work hand in hand with the Quality Specialist on the execution of a QA program that ensures that our agents provide an industry leading customer experience by supporting and developing our agents to achieve their best while maintaining the highest possible business standards.
As a Quality and Insurance Analyst, you will:
- Coach licensed agents and provide feedback to ensure high quality and adherence to compliance standards while driving high performance
- Collaborate with supervisors to ensure they are appropriately evaluating calls and to provide feedback on their team’s performance
- Act as a point of escalation for our agents in complex customer or insurance related situations, including maintaining our knowledge management system
- Evaluate calls to evaluate agent performance, quality, customer service, and compliance
- Analyze and report on data to better understand trends in the CSC
- Partner with the Quality team in the UK to ensure best practices across the business
- Monitor and evaluate individual and team performance through regular call monitoring, feedback, and review meetings
- As necessary, act as support with newer agents
- Collaborate with other teams to ensure a thorough understanding of new products and carriers as they are introduced to the CSC
- Help keep quality guidelines up to date as new processes, systems, and products are implemented
- Ability to stay up to date on changes in the insurance industry, processes, and internal guidelines
What we are looking for:
- Property & Casualty Insurance License is required
- Ability to be self motivated and work both individually and in a team environment
- Strong attention to detail with the ability to translate a policy to a tactical situation and vice versa
- Proven experience in performing quality assurance in a sales/call center environment
- Experience with coaching others
- Strong understanding of quality and compliance regulations and guidelines
- Strong written and verbal communication skills
- Exceptional listening and analytical skills
- Proficient in Google Suite and Microsoft Office
- A commitment to quality, a strong work ethic, and a solutions-oriented approach
What are the benefits?
Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on commuting costs
• 25 days of vacation time plus 10 company holidays
• Annual company trip, regular outings, and volunteer opportunities
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more
Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process.
Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!
Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/
A brief update on Covid-19 (coronavirus)
Simply Business is well prepared to deal with unprecedented events. We’re an agile business by nature – and our hiring and interview process is no exception. Due to the Covid-19 pandemic, some parts of our hiring process may take a little longer than usual. Please bear with us, and rest assured that we're happy to hear from you and receive your application.
If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected]. Similarly, please email us if you’re not well, you’re self-isolating, or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one below.