Quality Assurance Associate
Ethos Life
Posted about 4 hours ago
About Ethos
Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.
About the Role:
The Quality Assurance Associate is responsible for assessing the quality of the support provided from our CX team. They will review case work and communication with clients and partners. This assessment will be of customer services, accuracy and conformity to company and carrier policies and procedures. This individual will assist in developing, creating, and implementing recommendations for enhancements to training materials as needed to enhance the overall customer experience. You will be responsible for reviewing work through the quality monitoring data management system. To succeed in this role, you should have a strong attention to detail, strong problem solving skills and a relentless focus on the customer experience.
Roles & Responsibilities:
- Uses quality monitoring data management system to complete scoring of service provided via phone, email, chat or through case work
- Ensure proper information provided to customers and partnership agents
- Ensure proper processing and following of procedures outlined in company knowledge bases and procedure documents
- Develop strong understanding and knowledge of Ethos products and processes in order to review support provided to customers
- Provides trend data to QA management
- Provides actionable data to team management as needed
- Meet individual and team goals and objectives
- Identify opportunities for process improvements for assigned functions, collaborating with management to implement agreed upon solutions
- Escalate outstanding issues to team management for resolution
- Perform other duties as assigned
Qualifications & Skills:
- 1-2 years experience in customer support, customer success, operations, or related role
- Experience in quality assurance is a plus
- Experience in life insurance or related industry is a plus
- Can independently identify problems and perform root cause analysis
- Proficiency working with Salesforce or equivalent support/help desk software
- Strong intellectual curiosity and drive to solve problems
- Ability to work independently as well as collaborate with various departments
#LI-KP1
#LI-Onsite
Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.
We are an equal opportunity employer.. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.
Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.
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