We believe every insurance agent should be able to participate and thrive using SmartFinancials Ad-Tech platform to grow their own business. With this belief along with unparalleled dedication to quality and service, SmartFinancial has become a leader in the industry for helping Agencies manage their digital marketing budgets and maximize their return on investment.

We’re seeking an experienced Quality Assurance Specialist to build upon this reputation with an unwavering commitment to meticulous Account Management and Client Services. The ideal candidate is an exceptionally organized, methodical professional with the experience necessary to build a world class quality assurance program across all Success channels including, but not limited to, email, messaging, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success. 

You will be charged with developing a complete QA program that not only safeguards the quality of our client experience, but also fosters a “quality culture,” in which all employees become actively engaged in guaranteeing quality in both Account Management and ensuring that our product offerings meet the requirements of our Agents.
Ojectives of this Role

• Ensure Quality Assurance goals are met by the AM team and reviews are completed accurately, objectively, and consistently.
• Develop and/or enhance quality assurance scoring tools and reporting.
• Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions.
• Regularly investigate accounts under management, ensure continuity of service post sale and post product delivery. 
• Document quality assurance activities with internal reporting and audits.
• Develop new standards for client interaction, with improvements as needed.
• Identify training needs and take action to ensure company-wide compliance
• Pursue continuing education on new solutions, technology, and skills
• Collaborate with internal teams to develop training, onboarding, content, and focused coaching based on team trends.
• Utilize deep product and industry knowledge while serving as a strong cross-functional leader.
• Treat Success as a product at SmartFinancial, innovating and iterating on the customer experience.

 Daily and Monthly Responsibilities

• Plan, execute, and oversee inspection and audit of incoming and outgoing client interactions via reviewing call recordings and emails threads.
• Develop a methodology of scoring these audits and be able to present findings to the appropriate AM and CSM. 
• Assist operations in tracking, documenting, and reporting quality levels regularly to the Director of Account Management.
• Analyze and investigate Agent complaints, poor reviews or reported quality issues to ensure closure in accordance with company guidelines.
• Develop or update company complaint and inspection procedures to ensure capture and investigation, as well as proper documentation of complaints.
• Review, respond and take ownership of agent complaints and ensure that resolution is provided in a timely manner. 
• Conduct write ups of employees who fail to comply with Company Standards of Accountability and Account Management.

Qualifications:

• Bachelors degree
• Knowledge of quality assurance terminology, methods, and tools
• Previous experience in sales and/or account management
• A keen eye for detail and ability to draw conclusions from data
• Process driven, well organized with time
• Superb computer competence, including database management
• Analytical, problem-solving, and decision-making skills