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Kemper Corporation.

Quality Assurance Call Center Specialist

Kemper Corporation. - Dallas, TX

Position Summary:

Kemper Preferred is seeking a Quality Assurance Call Center Specialist to work in our Dallas, TX office. The Quality Assurance Call Center Specialist is responsible for assessing our call center associates who deal with our Independent Kemper Agent or existing/potential customer. The QA will monitor inbound/outbound calls, and online chat to assess associates demeanor, technical accuracy, customer service performance and conformity to Kemper policy and procedures. This individual will assist in developing, creating, and implementing call center quality processes procedures; as well as making recommendations for enhancements to training materials as needed.

Our Dallas office offers a great work environment including onsite workout facilities and onsite cafeteria. The office is conveniently located near the of LBJ/635 Fwy and U.S. Route 75 interchange.

Position Responsibilities:

• Review quality of work performed by staff through live monitoring and use of call recording system and applications.

• Identifies training needs and communicate needs to training department as needed.

• Uses quality monitoring data management system to compile and track performance at team and individual level

• Conducts calibration sessions on calls for all products/programs with Senior Leadership, Call Center Supervisors or other Kemper employees on a regular cadence.

• Provides actionable data to various internal support groups as needed.

• Provides feedback to call center team leaders and managers.

• Create and maintain standardized work flows and procedures. Provides recommendations for change and participates in analysis of work flows and procedures to improve accuracy/efficiency.

• Prepares and analyzes internal and external quality reports for management staff review.

• Perform other related duties as assigned.

Position Requirements:

• Bachelor’s degree or an Associate’s Degree with at least 2-years of Property & casualty experience

• 2 years of property & casualty experience a plus

• Previous Contact Center or Quality Assurance experience preferred

• 1 plus years of training experience preferred

• Bilingual in Spanish is a plus

• Excellent verbal, written, interpersonal, and organizational skills.

• Proficient in Word, Excel, Power Point, and Outlook required.

• Proficient in Kemper property & casualty systems and processes a plus

• A skill’s assessment will be conducted as part of the interview process

• Ability to multitask and successfully operate in a fast paced, team environment

• Must adapt well to change and successfully set and adjust priorities as needed

Kemper at a glance

With $8 billion in assets, Kemper is one of the nation's leading insurers. The Kemper family of companies specializes in home, auto, life, health and valuables insurance products for individuals, families and businesses.

Kemper’s underwriting companies* are rated A- (Excellent) by A.M. Best Company, the leading insurance industry rating authority. Kemper services six million policies and ranks among the top 25 personal lines property and casualty writers and the 2016 Ward’s 50 Top Performers list of life insurance companies.

*Alliance United Insurance Company is not rated.

We value diversity and strive to be an employer of choice. An Equal Opportunity Employer, M/F/D/V

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17 days 17 hours ago

Kemper Corporation.

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Quality Assurance Call Center Specialist Kemper Corporation. - Dallas, TX, United States

   

Location: Dallas, TX

Company Profile:
Kemper is a diversified insurance holding company with subsidiaries that provide an array of products to the individual and small business market. Kemper Personal and Commercial Lines sells Auto, Home and Package Plus policies through independent agencies. Kemper Specialty California sells personal Auto insurance in the state of California through independent agents and brokers to customers who may have had difficulties obtaining or maintaining insurance in the past. Kemper Direct sells Auto and Home by phone and online. Kemper also offers Life and Health Insurance through Kemper Home Service Companies and Reserve National.