Service Quality Coach

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

The Service Quality Coach is responsible for reviewing and assessing the quality of service provided during interactions between employees and customers. Daily tasks will include, but are not limited to, monitoring calls, reviewing chat transcripts, evaluating work based on defined competencies, providing constructive improvement suggestions, providing training, coaching, and mentoring to employees to improve their performance. This role is critical to the success of the Support Services department and will require a self-starter who has a high emotional intelligence to be able to provide valuable coaching that will help individual employees reach their full potential.

• Monitor, review, and evaluate a varying number of interactions for the quality of service provided based on defined competencies.
• Schedule, prepare for, and lead meaningful coaching sessions with technicians and CSRs.
• Assist in developing, delivering, and sustaining ongoing training and motivational programs.
• Review and be responsible for knowledge communicated and shared via trainings, department blogs, knowledgebases, Microsoft Teams channels and team meetings.
• Document and maintain effective team processes and procedures.

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• High school diploma required
• 1 year of experience in evaluating/assessing service quality in a contact center or equivalent preferred
• Knowledge of Verisk Property Estimating Solutions products and methodologies preferred
• Strong computer/Internet skills and proficiency with MS Office products
• Excellent time management skills
• Experience in a customer support environment, preferably in a high-tech setting
• Excellent communication skills, both written and verbal
• Excellent coaching and interpersonal skills
• Ability to work on a team and contribute to its strength and cohesiveness
• Ability to work in a fast-paced environment
• Ability to effectively coach and inspire team members to make necessary improvements
• Professional appearance, demeanor, and a strong commitment to excellence
• Ability to learn Customer Relationship Management tools quickly and efficiently

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

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