U Trust Insurance Agency LLC is a growing insurance agency with a commitment to excellence in customer service. We serve clients across 31 states and pride ourselves on delivering reliable and innovative solutions. We are seeking a Customer Service Quality Lead to elevate the quality of our service and ensure our team delivers exceptional experiences to our clients.
The Customer Service Quality Lead will be responsible for driving quality assurance, developing corporate education programs, and enhancing our service processes. In this role, you will ensure the effectiveness of our customer service operations through proactive process improvements, staff development, and quality monitoring.
This is an exciting opportunity to shape the customer service landscape at U Trust Insurance and make a lasting impact.
Quality Monitoring & Assurance
Develop and implement quality assurance frameworks to monitor and evaluate customer interactions.
Audit calls, emails, and other communication channels to ensure compliance with standards.
Provide actionable feedback and coaching to customer service representatives to maintain and improve performance.
Corporate Education & Training
Design and execute comprehensive training programs for new hires and ongoing skill development.
Maintain up-to-date training materials and align them with corporate goals and client needs.
Identify gaps in knowledge and create targeted learning solutions.
Service Process Improvement
Analyze customer service workflows and identify inefficiencies.
Recommend and implement improvements to streamline operations and enhance the customer experience.
Collaborate with cross-functional teams to introduce best practices and tools that support productivity.
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