Head of QA and Test Automation leading global Quality Engineering and Test Automation strategy at Collinson. Shaping and transforming QA processes and building high - performing teams.
About the role
- Quality Assurance Administrator responsible for monitoring customer interactions and developing training programs for agency services. Collaborating with technical support and project management teams for continuous improvement.
Responsibilities
- Monitor and assess interactions between agency services and agency technical support with company agents
- Assist with process development and identification of training methods
- Plan and coordinate training events and professional staff development
- Conduct project regression testing
- Perform monitoring of all interaction types between customers including calls, web chat, email, and face to face interactions
- Conduct reviews and coaching sessions with staff in one on one or group settings
- Make recommendations for improvements to the QA process
- Assist in creation and maintenance of system for reviews with employees
- Track monthly KPI’s
- Establish and maintain good relationships within all divisional teams
Requirements
- High School diploma
- Prior experience in related service or technical insurance role
- Good working computer skills and knowledge of company systems and applications
- Knowledge of the insurance industry and company processes in underwriting, claims, and accounts
- Working knowledge of all company affiliated agency facing products and systems
- Strong analytical skills
- Strong documentation and organizational skills
- Customer service oriented with proactive approach to problem solving
- Strong oral, listening, and written communications skills
- Strong interpersonal skills
- Professional approach to independent or team work and change.
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