Orion180 Insurance Services
Customer Experience QA Lead
Melbourne, FL
Sponsorship not specifiedDetected 61 days ago
Customer SupportZendeskLeadershipCommunication
About the role
- O rion180 is proud to call three vibrant cities home.
- Our headquarters on Florida's stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami.
- Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth.
Responsibilities
- Design & Implement Quality Programs: Develop and manage a structured quality monitoring program that assesses agent performance across all customer interaction channels (phone, chat, email, SMS).
- Analyze & Improve: Analyze call trends, customer feedback, and quality scores to drive continuous improvement in service delivery.
- Utilize tools like Nice inContact to track trends, identify training needs, and implement improvements.
- Conduct Process Reviews: Perform regular process audits to identify performance or compliance gaps, ensuring that our operational, security, and safety protocols are consistently met.
- Collaborate with Leadership: Work closely with senior leadership to align quality assurance programs with business goals and regulatory requirements.
- Develop and present comprehensive quality scorecards, agent performance reports, and actionable insights.
- Communication: Provide actionable feedback on quality forms and deliver it in a positive, supportive manner that fosters employee growth and performance, while demonstrating a passion for creating exceptional customer experiences.
- Develop and manage a structured quality monitoring program that assesses agent performance across all customer interaction channels (phone, chat, email, SMS).
- Provide actionable feedback on quality forms and deliver it in a positive, supportive manner that fosters employee growth and performance, while demonstrating a passion for creating exceptional customer experiences.
- Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products.
Requirements
- Experience A minimum of 2 + years in
- Hands-on experience with quality management tools such as
- While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs).
Nice to have
- The ability to interpret QA data, identify trends, and provide data-driven recommendations for continuous improvement.
- Prior experience managing quality processes across multi-site contact centers is preferred.
- Multi-Site Coordination: Prior experience managing quality processes across multi-site contact centers is preferred.
Compensation
- Competitive base pay and performance bonuses.
- Career Growth: M entorship, growth tracks, and professional development.
Benefits
- Medical, dental, vision, 401k, paid holidays, PTO and more!
- Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.
Company info
- Join Our Team & Make an Impact!
- At Orion180, we don't just meet expectations, we exceed them.
- If you're ready to take your career to the next level and be part of a growing, forward-thinking company, apply today!
- At Orion180, we don't just stand out for what we do; we shine because of how we do it.
- In this key role, you will execute a five-star quality assurance program that meets and exceeds our customers' service expectations.
Equal opportunity
- Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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