Pets Best Insurance Services, LLC Hiring for Quality Assurance – Customer Care at United States Full Time

Senior Specialist, Quality (Customer Care)

Pets Best offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.

Role Summary/Purpose:

This position exists to assist and improve the efficiency and quality of the entire Customer Care department by providing claims staff with initial and ongoing training support in regards to Quality. Will also provide quality audits, feedback, and job aids to the team.

Essential Responsibilities:

• Provides training, coaching and support to customer care claims representatives and leaders by way of auditing and creating feedback loops.
• Audit phone calls, chat, and email for quality assurance
• Assists with training materials, tutorials and training aids.
• Assists with processing quality checks.
• Attends and participates in claims team meetings.
• Responsible for maintaining the Audit turnaround times.
• Responsible for completing weekly and monthly Feedback forms.
• Assists with augmented and microlearning tools
• All other duties as assigned.

Qualifications / Requirements:

• 3+ years customer care experience pet insurance

Desired Characteristics:

• Previous quality control / assurance within pet insurance experience
• Auditing experience
• Experience with Microsoft Suite Product including: Word, Excel, PowerPoint, and Outlook.
• Excellent verbal and written communication skills.
• Excellent organization, planning, prioritization, time management, attention to detail and problem-solving skills

Eligibility Requirements:

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).