Quality Consultant (Contact Center)

About the role

FBS, a Capgemini business, is recruiting a Quality Consultant for a client, one of the United States' largest insurers serving more than 10 million households. The consultant evaluates the quality of service, regulatory compliance and adherence to procedures in contact, processing and file handling, consults with the business unit on improvement opportunities and leads and executes quality audits on a rotational basis.

Key responsibilities

• Evaluate quality of service, regulatory compliance and adherence to procedures, and assess the impact of errors on the customer's journey
• Contribute to benchmark audits and targeted reviews, identify trends and recommend priority actions
• Work independently to run audits, analyse results, write summary reports and share findings with local leaders
• Partner with leadership in meetings and calibration sessions, and provide technical assistance with auditing tools
• May act as team audit lead on a rotational basis, organise internal calibrations and re-audits, and complete secondary reviews of peer audits
• Train new members and mentor potential successors

Required profile

• High school diploma or equivalent; bachelor's degree preferred
• 1-3 years of experience in claims or contact centers
• Prior quality and call center experience
• Fluent English
• Preferred: performance coach or supervisory/team lead experience, and familiarity with internal FWS, Farmers and/or Bristol West systems

What we offer

• Competitive salary and performance-based bonuses
• Benefits package including grocery vouchers, savings funds and private health insurance
• Pension plan and paid time off
• Career development and training opportunities