FBS - Quality Consultant (Contact Center)
Core
Evaluates business unit performance and quality of contact, processing, and file handling in insurance claims and contact centers.
Role type
Quality Consultant (Contact Center)
Builds
Quality assurance reports and process improvement recommendations for insurance business units.
Domain
Insurance / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Quality evaluation, regulatory compliance, audit execution, data analysis, report writing, trend identification, process improvement, training, mentoring
Preferred skills
Performance coaching, supervisory experience, familiarity with FWS/Farmers/Bristol West systems
Responsibilities
Evaluate quality of service and regulatory compliance; identify trends and recommend priority action items; execute audits and analyze results; communicate findings to leadership; train new members and mentor successors; assist Compliance with targeted reviews.
Seniority
Mid-level, individual contributor