Provide quality results through quality assurance reviews of all service transactions. Reviews accuracy of timeliness and efficiency of service transactions with recommendations for quality standards as appropriate to management.

Responsibilities

  • Utilizes working knowledge of processing and quality functions, compliance with state and federal regulations, SOX, SEC, IMSA and quality functions in the Customer Contact Center.
  • Monitor accuracy, timeliness and efficiency of service transitions.
  • Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations. Work with management staff on resolutions.
  • Regularly audit the work within the teams for accuracy and adherence to procedures, provide one on one coaching or training recommendations to management on areas requiring improvement.
  • Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective.
  • Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements.
  • Remain abreast of current procedures and changes.


Qualifications

  • Associates degree or equivalent work experience required. Minimum of 0-1 years customer service experience required. Working knowledge of insurance industry operations, SOX, state & federal regulations preferred. Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.


Preferred Qualifications

  • Strong analytical, organizational, problem solving and customer service skills. Ability to differentiate between products and work types. Strong verbal and written communication skills. Positive professional attitude. Ability to coach, motivate, and mentor others. Attention to detail. Seeking knowledge through LOMA & dept. classes.


Working Conditions

  • Hybrid
  • Fast paced environment.

*Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.** 

Compensation:

The salary for this position generally ranges between $41,500,000-$48,000. This range is an estimate, based on potential employee qualifications, operational needs and other considerations permitted by law. The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2.

Bonus Eligibility:

This position is also typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company Discretion.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Disclaimer:
Beware of fake job offers!

We’ve been alerted to scammers impersonating Transamerica recruiters, particularly for remote positions. Please note:

  • We will never request personal information such as ID or payment for equipment upfront.

  • Official offers are sent via DocuSign following a verbal offer—not through text or email.


This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.