Call Center Quality Assurance Analyst

Are you a proactive problem solver with a passion for excellence and customer satisfaction? CornerStone Professional Placement is seeking a dynamic ERC Call Center Quality Assurance Analyst to be part of our partnered Insurance and Financial Servicing company.

What We Offer:

• Location: Fort Worth, TX
• Type: Direct Hire / Full-time
• Payrate: $55K - $65K
• Benefits: Medical Insurance, Health Insurance, 401K, Vision and Dental

Primary Responsibilities:

• Collaborate with the ERC Manager to implement Call Center Quality Programs.
• Enhance customer satisfaction and compliance through process and technology evaluation.
• Assist in onboarding new accounts, ensuring accuracy and compliance.
• Formulate recommendations to improve call quality and customer service scores.
• Provide oversight to exceed industry quality standards.
• Support the ERC Team Leadership and complete daily and monthly tasks.
• Manage ad-hoc projects as assigned.

Performance Management & Training:

• Provide ongoing performance feedback, coaching, and counseling.
• Focus on the performance development of individuals.
• Administer additional training for employees and oversee project plans.
• Ensure regulatory compliance and promote staff training.

Reporting Analytics:

• Perform trend analysis to close performance gaps.
• Create/update QA Analyst scorecards.
• Analyze trends for improved performance and efficiency.

Experience and Education:

• Bachelor's Degree or equivalent experience.
• At least 2 years of professional experience in call center QA.
• One or more years of employee benefits, insurance, and customer service experience.
• Willingness to obtain the General Lines Health & Life Insurance License.