Quality Manager - Brightway Insurance

About Brightway

Established in 2008, Brightway has grown to become one of the largest privately-owned property/casualty insurance distribution companies in the U.S. with more than 350 agencies in 38 states and more than $1.2 billion in annual premiums. Brightway is a purpose and core value-driven organization. We provide a blueprint for a future-proofed life. Through our successful model, agency owners focus on protecting their clients’ most important assets through consultation, curated choice, and confidence. While Brightway focuses on our agency owners through back office, marketing support, and constant learning and development. Additionally, Brightway builds, integrates, and launches best-in-class and proprietary technology to help our agency owners better connect with clients to deepen relationships and drive success.

Scope

The purpose of the position is to ensure that all functions of the Engagement Center deliver exceptional quality. The position also ensures consistent delivery of service by developing and enforcing quality calibration systems; validating processes; providing documentation; developing and supporting training and ensuring standards are met internally and externally. Lastly, this position establishes standards governing customer interactions and implements monitoring programs. Works with all levels of the organization, able to step in and provide back up and support. Will develop broad knowledge of Brightway business functions spanning all key areas including Marketing, Communications, Operations, Carriers, Compliance, etc. Must be able to effectively influence without authority throughout the peer areas of the Engagement Center.

Job Responsibilities

· Effectively manage and mentor the Quality Coaches

· Quality program analysis and reporting through strong analytical reports to illustrate results and achievement of program metrics

· Develop additional quality measurements to respond to the transformation underway in the Engagement Center

· Drive compliance and quality management at the leadership level.

· This position is required to maintain a hands-on understanding of operational procedures to keep quality closely linked to the reality of operation and pass all standards required for Service Representatives. This will entail a mix of on phone time, performing call observations, and leading nesting sessions, targeting a total of 8 hours per month.

· Suggest and implement improved processes and procedures that result in the timely identification and resolution of problematic issues.

· Responsible for ensuring data is collected, assessed, reported in as meaningful and systematic fashion that enables management to make informed decisions regarding individual, group and departmental performance.

· Areas of poor performance are identified and brought to the attention of management.

· Deviations from applicable internal and external policies, procedures, rules and guidelines are identified in order to be promptly evaluated.

· Continuously innovating and improving the methods of assessing quality.

Education and Experience

• Degree preferred, but not required.

• 5+ years’ experience in Customer experience / operations / contact center roles

• 3+ years’ experience In customer service quality with an emphasis on coaching and measurement design

• 2+ years’ experience In consumer / commercial Insurance operations

• 2+ years customer experience data analysis / reporting

• Prior leadership roles in Insurance Service Centers and/or high-volume Back Office Processing and workload management strongly preferred

• Proven experience building and growing strong professional relationships and developing others

• Strong analytical and data visualization skills.

• Ability to articulate how service quality can be measured and used to create improvement actions

Skills, Licenses, Certifications

· Possess a comprehensive understanding of service quality design components, measurement systems, and coaching abilities.

· Exceptional communication skills, with the ability to convey complex ideas clearly and concisely.

· Ability to learn the Brightway systems and procedures quickly.

· A demonstrated ability to be flexible and work in a fast-paced, entrepreneurial environment.

· Ability to meet concurrent deadlines and organize time and priorities appropriately.

· Ability to work independently.

· Strong critical thinking and problem solving skills

· Ability to build productive relationships and influence others even in the absence of direct supervisory authority

· Strong communicator; must be able to convey ideas in a clear and concise manner

· Ability to learn Brightway systems, business processes

· Ability to analyze, draws conclusions, and makes recommendations from qualitative and quantitative information and data.

· Demonstrated energy, enthusiasm and self-motivation.

· High level of integrity as demonstrated by 1) appropriate treatment of confidential information, 2) adherence to policies, procedures, rules and regulations, 3) professional conduct in dealing with persons internal and external to the organization

Brightway is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.