We’re hiring a Customer Service Quality Analyst in Columbus, OH

At Root, the customer is at the heart of all we do. Our customer service team is the gateway to our customers and directly shapes both our customer experience and the product we are building.

Candidate will serve as a Quality Analyst for our Customer Service Team.  Monitors and evaluates inbound phone and email interactions. Identifies and communicates recognition/coaching opportunities to leadership.  Tracks quality trends and feedback in the quality monitoring system. Provides feedback to improve performance and partners with CS Trainer to develop training programs.
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Reports to Customer Service Manager

Estimated Salary - $40-45K depending on experience

Responsibilities

  • Complete quality evaluations for inbound phone and email customer service interactions
  • Identify and communicate quality trends to leadership
  • Provide recognition and coaching opportunities when applicable
  • Partner with Root Leadership and Legal Team to determine best practices
  • Support new hire training to effectively instill a culture of quality
  • Contribute to continuous improvement and development of the quality program
  • Provides feedback to improve performance and partners with CS Trainer to develop training programs.

Requirements

  • 1-2 years experience in a quality assurance role, contact center and/or insurance experience preferred
  • Demonstrated strong analytical skills
  • Ability and willingness to learn product and smart phone app
  • Highly organized with a focus on accuracy and timeliness
  • Positive attitude and ability to provide constructive coaching
  • Adaptability to work independently with minimal supervision
  • Great verbal and written communication skills
  • Ability to work occasional evenings and weekends when needed

Get in touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now

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If you’d like to be a part of what we are building but don’t see an opening that suits you, email us at [email protected].