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We currently have a hybrid work model.#LI-Hybrid The Quality Assurance Specialist reports to the Vice President of Operational Training and Quality Assurance. This role will be responsible for assessing, coaching, and implementing quality standards for inbound/outbound calls and processing service requests for our Client Service Team. This role will also establish guidelines governing customer interactions and overseeing monitoring programs such as targeted audits, peer-to-peer reviews, quality assurance reviews, etc. This individual will display a true commitment to our clients by building partnerships and business acumen to influence world-class customer service, while maintaining a commitment to educate the team on tools to provide an effortless experience with every interaction. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Perform quality reviews; monitors inbound and/or outbound calls and service requests to analyze and evaluate customer service skills against established quality metrics, including but not limited, to call process measurements, accuracy of information, effective call management, and demonstrated professionalism Conduct targeted audits and peer-to-peer reviews on specific processes to ensure quality expectations are consistently being met Rate calls and processes according to pre-defined criteria, and record results for reporting purposes Documents quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings. Ensure all staff are informed of and comply with departmental policies and procedures, and distribute information and material to staff as appropriate. Develop and document necessary refresher job aids and policies as deemed necessary based on Quality results. Investigate events where appropriate, determine the root causes of incidents and share information with appropriate CE Management within reasonable time frames. Communicate outcomes of QA audits to managers and leads, and clearly recommend individual coaching opportunities for staff Provide monthly quality reports to senior management Assist the training team with ongoing training for staff with regards to identified areas of improvement, system software usage, and other items that could influence audit quality Balance and prioritize multiple projects Work well individually and in a team environment Demonstrate creativity and innovation while solving problems QUALIFICATIONS Combination of knowledge of Medical, Pension and Life Insurance products preferred. Advanced knowledge of Microsoft Word, PowerPoint and Excel. Excellent communication (both verbal and written), interpersonal, and organizational skills Proven ability in judgment and handling angry/irate customers Ability to expeditiously process quality transactions and provide follow-up as necessary Ability to work as a team member and achieve team goals in a "customer-focused" environment Knowledge of the organizational structure and functional responsibilities of the office, inter-related areas and organizations, and workflow procedures Knowledge and understanding of functional terminology, guidelines and procedures, as well as products and policies Operational and call center background a plus EDUCATION and/or EXPERIENCE BA\BS or combination of education and experience 3+ years experience in Quality Assurance/Auditing, Call Center,and/or Customer Service Experience in auditing transactions (phone, email, claims, billing, back office, etc.) and providing constructive feedback, preferable in a high-volume contact center environment PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Significant Keyboard use WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Professional office environment Home Office Join us and Create A Better Future For Yourself! Flexible Benefits available to eligible employees: Medical (including Vision) Dental Supplemental Dental Core Benefits automatically provided to eligible employees: Employee Life Insurance Spouse and Dependent Life Insurance Accidental Death and Dismemberment (AD&D) Insurance Short-Term Disability (STD) coverage Long-Term Disability (LTD) coverage (elected as either pre-tax or after-tax) Business Travel Accident Insurance Worker's Compensation Employee Assistance Program Staff Retirement Plan Other Post-Retirement Benefits Elective Benefits available to eligible employees: Flexible Spending Accounts (FSAs) Commuter Benefits New York's 529 College Savings Program (NY State residents) Educational Assistance Program available to eligible employees Maternity/Paternity Leave available to eligible employees Time Off available to eligible employees: Vacation, Sick, Personal and Holidays In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Please understand that, as a general policy, CPG does not sponsor visas. EOE: Minorities/Female/Disability/Vet/Sexual Orientation If you are a CPG employee, please use your CPG email address when creating your profile to apply. We are currently working from home and are planning to return in April 2022 with a hybrid work model. Employment Type: Regular Full Time

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