At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”
It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology, gives companies and employees around the world the ability to power confident decisions, for life.
With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
Learn more at careers.alight.com
Alight Quality Analyst
The Quality Analyst is responsible for ensuring that our agents consistently deliver a “WOW” experience to customers. The goal is to drive agent performance to exceed Aon and client-specific contractual performance standards, including WOW customer service skills, operational efficiency, sales expectations, and compliance requirements as defined by federal or state regulatory agencies. This is accomplished through targeted call monitoring and scoring, focused coaching, channel feedback review, data analysis, training, and process improvement identification. The Quality Analyst is expected to have significant amounts of written and verbal interactions with S&SC colleagues.
Job Responsibilities:
- Timely completion of assigned work with high level of accuracy, demonstrating an understanding of various Aon delivery models and best practices
- Active participation in training, calibration sessions, and outlier meetings
- Actively contribute to continuous improvement efforts by identifying and communicating process improvements and business insights
- Support and facilitate tough coaching conversations with acceptable outcomes
- Coach, train, and develop Sales & Service Center colleagues (work with coach/manager)
- Hold associates accountable for behaviors that support the Aon policies and guidelines (e.g. Code of Business Conduct, HIPAA, Data Privacy)
Skills:
- Proficiency in quality coaching and delivering effective and timely colleague feedback
- Proficiency in Aon Customer Service Principles
- High learning agility and ability to learn and interact with multiple Aon call center systems and knowledge tools.
- Strong communication skills via email, phone, and chat with colleagues and/or third-party contacts
- Strong time management skills
Qualifications:
Required Experience
- Subject Matter Expert (SME) for Customer Service best practices, Insurance & Compliance processes, and Medicare (AHIP) ARHS only
- Operates independently in managing multiple complex situations and/or projects
- Influences others through strong verbal and written communications
- 2+ years of experience in a Medicare insurance industry (ARHS only) and/or,
- 2+ years of experience in insurance tele-sales and/or customer service environment
Required Education
- Bachelor’s degree (in a business context preferred) or 5+ years equivalent work experience req