WAHM Forums
The WAHM community forum was created to be a place for work at home moms to share their ideas and stories. In the forum you can find information about work at home jobs, starting home businesses, avoiding scams, and surviving the WAHM lifestyle. In support of the WAHM community, WAHM.com also features instructional articles, easy recipes, as well as job and business listings tailored specifically to work at home opportunities.
View Full Version : Quality Assurance Coach w/Sedgwick Insurance FT
Helena1
08-31-2010, 04:07 AM
Quality Assurance Coach w/Sedgwick Insurance -- Memphis FT w/benefits
https://www.sedgwickcms.apply2jobs.com/ProfExt/index.cfm?fuseaction=mExternal.showJob&RID=2023&Cu rrentPage=16
or search by job title
https://www.sedgwickcms.com/careerresources/careersearch.aspx
Continuing double-digit revenue growth rates and progressive employment practices make Sedgwick Claims Management Services the place where great people can do great things for clients while maximizing their career possibilities. We have earned a reputation for innovation, quality, sustained growth, financial stability and a colleague-friendly work environment. We are proud to have been voted the Best TPA in America for 2005 and 2006, and the first and only Third Party Administrator to receive the coveted Employer of Choice designation. Come be a part of our team and "Claim Your Future."
PRIMARY PURPOSE: To provide service transaction monitoring to Service Center Assistants (SCAs) and Customer Service Representatives (CSRs) to determine customer call quality and effectiveness of customer contact responses and interactions.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
Reviews inbound and outbound calls to evaluate SCAs and CSRs to ensure performance meets established Corporate and Service Center policies, standards and guidelines.
Provides verbal and written feedback to Service Center management, SCA and CSR to promote improvement.
Provides coaching and development support to SCAs and CSRs via developed plans and strategies.
Works directly with appropriate supervisor for additional training, coaching or performance planning.
Supports and maintains a quality service culture within the Customer Service Team.
Processes escalated calls within the guidelines and timelines as established in the client customer service instructions.
Communicates with clients in a professional manner, promoting the Customer Service culture.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
Performs other duties as assigned.
Supports the Service Center operations as needed.
Supports the total performance management initiative.
QUALIFICATIONS
Education & Licensing
BS/BA degree preferred.
Experience
Two (2) years customer service experience required. Inbound call center experience strongly preferred. AS/AA degree may substitute for one (1) year of experience; BS/BA degree may substitute for two (2) years of experience.
Skills & Knowledge
Knowledge of disability plan eligibility, coverage and benefits
Good customer service skills
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Analytical and interpretive skills
Strong organizational skills
Good interpersonal skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Sedgwick CMS is an Equal Opportunity Employer
and a Drug-Free Workplace
Additional Information: SHIFT: Shift hours will be 3:00 pm to 11:00 pm CST.
WORKDAYS: Tuesday thru Saturday.
HOLIDAYS: Candidate must be available to work entire weekend and Holidays on a per need basis.
NOTE: This position may be open to a Work-At-Home Opportunity. Sedgwick CMS to provide payment for internet connectivity and dedicated phone line. QA Coach to be responsible for maintaining reliable connectivity at their home. Must have dedicated work space for quiet work at home environment.
https://www.sedgwickcms.apply2jobs.com/ProfExt/index.cfm?fuseaction=mExternal.showJob&RID=2023&Cu rrentPage=16
or search by job title
https://www.sedgwickcms.com/careerresources/careersearch.aspx
Continuing double-digit revenue growth rates and progressive employment practices make Sedgwick Claims Management Services the place where great people can do great things for clients while maximizing their career possibilities. We have earned a reputation for innovation, quality, sustained growth, financial stability and a colleague-friendly work environment. We are proud to have been voted the Best TPA in America for 2005 and 2006, and the first and only Third Party Administrator to receive the coveted Employer of Choice designation. Come be a part of our team and "Claim Your Future."
PRIMARY PURPOSE: To provide service transaction monitoring to Service Center Assistants (SCAs) and Customer Service Representatives (CSRs) to determine customer call quality and effectiveness of customer contact responses and interactions.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
Reviews inbound and outbound calls to evaluate SCAs and CSRs to ensure performance meets established Corporate and Service Center policies, standards and guidelines.
Provides verbal and written feedback to Service Center management, SCA and CSR to promote improvement.
Provides coaching and development support to SCAs and CSRs via developed plans and strategies.
Works directly with appropriate supervisor for additional training, coaching or performance planning.
Supports and maintains a quality service culture within the Customer Service Team.
Processes escalated calls within the guidelines and timelines as established in the client customer service instructions.
Communicates with clients in a professional manner, promoting the Customer Service culture.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
Performs other duties as assigned.
Supports the Service Center operations as needed.
Supports the total performance management initiative.
QUALIFICATIONS
Education & Licensing
BS/BA degree preferred.
Experience
Two (2) years customer service experience required. Inbound call center experience strongly preferred. AS/AA degree may substitute for one (1) year of experience; BS/BA degree may substitute for two (2) years of experience.
Skills & Knowledge
Knowledge of disability plan eligibility, coverage and benefits
Good customer service skills
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Analytical and interpretive skills
Strong organizational skills
Good interpersonal skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Sedgwick CMS is an Equal Opportunity Employer
and a Drug-Free Workplace
Additional Information: SHIFT: Shift hours will be 3:00 pm to 11:00 pm CST.
WORKDAYS: Tuesday thru Saturday.
HOLIDAYS: Candidate must be available to work entire weekend and Holidays on a per need basis.
NOTE: This position may be open to a Work-At-Home Opportunity. Sedgwick CMS to provide payment for internet connectivity and dedicated phone line. QA Coach to be responsible for maintaining reliable connectivity at their home. Must have dedicated work space for quiet work at home environment.
