Ethos Life - Quality Assurance Associate
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Requirements
• 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.
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
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