Quality Assurance Associate

About the Role: 

The Quality Control Associate is responsible for assessing the quality of the support provided from our CX team. The QC will review case work and communication with clients and partners. This assessment will be of customer services, accuracy and conformity to company and carrier policies and procedures. This individual will assist in developing, creating, and implementing recommendations for enhancements to training materials as needed to enhance the overall customer experience.

You will be responsible for reviewing work through the quality monitoring data management system. To succeed in this role, you should have a strong attention to detail, strong problem solving skills and a relentless focus on the customer experience. 

Roles & 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 provides to customers
• Provides trend data to QC 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
• Assist in training of Quality Control Associates
• Escalate outstanding issues to team management for resolution
• Perform other duties as assigned 

Educational & Qualifications: 

• 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

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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.

We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.