Quality Assurance Auditor I

Every customer conversation counts. Our Operations Quality Assurance team makes sure each one is handled accurately, consistently and with care.

We review calls and customer communications for the contact centers that support:

• Delaware Life (Onyx and Legacy)
• CSLAC
• P&C
• Claims

We also audit outbound calls made by our back-office processing teams.

As an auditor, you'll help keep our service standards high and make sure we follow company policies. Your feedback and coaching will help our frontline team members get better at what they do. You'll work with leaders and partners across teams to keep our scorecards up to date and to turn performance data into real improvements for our customers and our people.

• Audit recorded inbound and outbound calls, communications and work items to check that they follow company standards, policies and procedures.
• Rate each interaction on communication, problem solving, accuracy, how well the person used our systems and the overall customer experience.
• Finish audits on schedule and give feedback that is clear, constructive and professional.
• Auditor II: Work with management to build and refine quality metrics and benchmarks. Be the go-to resource and escalation point when Auditor I colleagues need help deciding on complex or disputed audit results.

• Write detailed reports that show strengths, areas to improve, errors and practical recommendations.
• Analyze audit data to spot trends, recurring issues and chances for coaching or process improvement.
• Auditor II: Present audit results to management every month and help put changes in place.

• Work with Customer Service Coordinators and Processors, Trainers and management to keep audit and training work in line with operational goals.
• Give coaching audits to Coordinators who are new or have just learned a new skill.
• Introduce the Quality Assurance department in new training classes.
• Help build and deliver training on quality standards and best practices. Take part in calibration sessions and team meetings.
• Auditor II: Run training, calibration sessions and team meetings. Join one-on-one sessions with managers and team members to go over graded audits.

• Find ways to make our processes more efficient, standard and consistent. Recommend fixes for recurring issues.
• Run job simulations for newly trained employees and for experienced employees learning a new skill.
• Point out gaps in our Operations knowledge base and suggest improvements.
• Keep up with industry best practices and bring them into the audit process.
• Auditor II:
  • Design and maintain audit forms and checklists for calls, emails and other channels.
  • Keep our guidelines current and add real-life case studies.
  • Set up regular review cycles.
  • Recommend new audit techniques and tools.
  • Track how well changes are working.

• A bachelor's degree or 1–2 years of annuity customer service or operations experience. Prior quality assurance experience is a plus.
• Working knowledge of fixed, fixed-indexed and variable annuities.
• Strong analytical skills, with the ability to review complex interactions and find key areas to improve.
• Excellent written and verbal communication, including giving constructive feedback.
• Strong attention to detail, organization and time management.
• Familiarity with customer service industry standards and best practices.
• Skill with customer service software, core processing systems and Microsoft Word, Excel and PowerPoint.
• Ability to work well on your own and with a team in a fast-paced setting while handling several audits and reports at once.

Benefits Highlights:  

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.  Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.  Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.  All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.