Service Quality Analyst

Introduction

Looking to join a vibrant organization that makes a difference?

At Church Mutual, we Stand for Good: Our work is powerful, inspiring and meaningful because we serve those who serve others. We specialize in insuring purpose-driven organizations, leading the way in markets that include nonprofit and human services organizations, religious institutions of all denominations, schools, senior living communities, and camps and outdoor recreation facilities. We foster a workplace where all employees are treated with dignity and respect. Diversity, inclusion and belonging are woven into the fabric of our company through our customers, employees, leadership, business relationships and outreach programs.

What you’ll be doing:

As part of the Service team, responsible for quality monitoring and tracking to aid in identifying customer service trends and evaluate quality of service delivered. Use multiple research approaches to gather customer feedback information about Service team performance and customer service delivery. Continuously collect data to inform and educate Service and organizational leaders about customer perceptions and the patterns of change. Communicate ongoing training needs, identified through monitoring, to Service team leadership.

On any given day, you’ll:

• Monitors service agent phone calls and/or written correspondence and scores according to organizational guidelines.• As part of the Service team, provides support to both management and staff as needed.• Provides coaching recommendations and support to the management team, skilled in coaching methods, and delivery in a respectful manner.• Maintains quality assurance scores in the appropriate quality assurance application.• Functions as a liaison between the customer and Service team operations, in regards to policy and procedure adherence.• Interacts with key personnel to assess operational performance and identify opportunities for improvement.• Identify service improvement priorities and guide resource allocation decisions.• Disclose the impact of service quality initiatives and investments. Offer performance-based data to reward excellent service delivery and correct poor service delivery. Supports corporate projects and special initiatives.• Actively participates in other projects as assigned by management.• Serve as a mentor and coach in a respectful manner for new team members during and directly following the training process. Provide regular feedback on the performance of Service team members to the appropriate supervisor.• Be an active participant in the review and maintenance of procedure manuals as requested.• Work collaboratively, in a team environment, to achieve corporate and team goals to enhance the customer experience. Assist others in work processes to accomplish team workload expectations.• Remain current on company systems, forms, and procedures. Continue to develop knowledge of the property and casualty industry, religions, religious organizations, senior living, camps, schools, nonprofits, and operations specific to Church Mutual's business niche.• Maintain confidentiality of the organization’s customers and data.• Actively participate in individual and team trainings, meetings, and collaboration sessions.• Suggest and participate in the development of improvements to drive effectiveness.

Here’s what we expect

• Bachelor’s degree, equivalent experience, or education.• Property and casualty insurance license required with strong insurance industry, product, service, and process knowledge. Relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state requirements.• Minimum 4 years of experience in customer service.• CISR designation desired but not required.• Creative, highly motivated, result oriented, responsive, and decision oriented individual with emphasis on detail, organization, and quality.• Working knowledge of customer service procedures and practices.• Superior interpersonal and motivational skills.• Excellent written and verbal communications skills required.• Previous leadership and/or quality review experience desirable.• Comfortable leading, coaching, and mentoring.• Excellent multitasking and prioritization skills required.• Ability to learn and utilize technology and software from a variety of sources, including, but not limited to, a variety of Microsoft products.• Prefer working in a team environment.• Consistently demonstrates a positive, professional, and customer-oriented attitude.

Church Mutual is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Exact compensation will vary based on consideration of a variety of factors including education, skills, experience, and location.

Minimum Compensation

Maximum Compensation