Job Description
POSITION OVERVIEW:

The Customer Service department’s Quality Assurance (QA) Contractor is responsible for evaluating recorded customer service and mechanical claim phone calls to ensure phone agents are following established procedures and delivering high-quality customer service. The job includes reviewing both audio and screen recordings to verify that conversations and system interactions align with our department goals. The ideal candidate will have strong attention to detail, technical aptitude, and a collaborative mindset. Reliability and openness to feedback are critical, especially during onboarding and calibration periods.

KEY RESPONSIBILITIES:

· Conduct quality reviews of recorded phone calls and onscreen activities for both Customer Service and Mechanical Claims agents.

· Assess agent performance based on process adherence, information accuracy, and customer service standards.

· Document findings using establish...