Quality Assurance Coordinator-Retirement

Voya Financial is committed to providing opportunities for a better financial future. The Quality Assurance Coordinator will be responsible for overseeing the quality initiatives in the Call Center, monitoring performance, providing coaching, and assisting with training and quality-related initiatives.

Responsibilities

• Develop programs that measure and evaluate CSA performance and the organization's ability to meet the corporate and industry standards of excellence
• Monitor calls and provide feedback to Call Center managers and Call Center Rep in a timely and consistent manner
• Provide side by side coaching and/or one on one coaching sessions for all customer service representatives
• Responsible for continued development, measurement and constant improvement, regarding quality and individual metrics. Implement development plan for each representative to meet and exceed quality goals
• Provide Call Center management with individual, team and overall performance evaluations
• Assist with design and implementation of other quality related initiatives
• Act as liaison between Call Center and planning and marketing departments on matters related to the center's performance
• Assist the Training department to improve new employee and recurrent training curriculum
• Other duties as assigned

Skills

• Minimum 1-3 years business experience in a call center environment
• Excellent written and oral communication skills
• Demonstrate strong interpersonal and organizational skills
• Bachelor's degree or equivalent work experience

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Company Overview

Company H1B Sponsorship