Phone Call Quality Reviewer
About Us
Sun Life Financial is a leading provider of group insurance benefits in the U.S. We're committed to creating a positive impact on the lives of our customers. Join our team as a Quality Assurance Associate Auditor and contribute to delivering exceptional customer experiences.
The Opportunity
You'll be responsible for monitoring call quality, evaluating representative performance, and providing actionable feedback to drive improvement. This role requires strong analytical and problem-solving skills, excellent communication skills, and the ability to work in a fast-paced environment.
Your Key Responsibilities
Monitor live and recorded calls to assess representative performance and identify areas for improvement.
Analyze data to identify trends and develop recommendations for management.
Collaborate with representatives and supervisors to implement quality improvement initiatives.
Stay up-to-date with company policies and procedures to maintain a comprehensive understanding of our product offerings.
Make informed decisions to drive business results and resolve complex issues.
Your Qualifications
Bachelor's degree in a related field (Finance, Healthcare, etc.) or equivalent experience.
Minimum 2+ years of customer service experience in healthcare or a related field.
Excellent analytical and problem-solving skills.
Strong verbal and written communication skills.
Ability to work in a fast-paced environment and adapt to changing priorities.
Proficiency in Microsoft Office applications (Excel, Word, etc.).
Apply Job!