Voya Financial is committed to providing opportunities for a better financial future. The Quality Assurance Coordinator will be responsible for overseeing the quality initiatives in the Call Center, monitoring performance, providing coaching, and assisting with training and quality-related initiatives.
Responsibilities
- Develop programs that measure and evaluate CSA performance and the organization's ability to meet the corporate and industry standards of excellence
- Monitor calls and provide feedback to Call Center managers and Call Center Rep in a timely and consistent manner
- Provide side by side coaching and/or one on one coaching sessions for all customer service representatives
- Responsible for continued development, measurement and constant improvement, regarding quality and individual metrics. Implement development plan for each representative to meet and exceed quality goals
- Provide Call Center management with individual, team and overall performance evaluations
- Assist with design and implementation of other quality related initiatives
- Act as liaison between Call Center and planning and marketing departments on matters related to the center's performance
- Assist the Training department to improve new employee and recurrent training curriculum
- Other duties as assigned
Skills
- Minimum 1-3 years business experience in a call center environment
- Excellent written and oral communication skills
- Demonstrate strong interpersonal and organizational skills
- Bachelor's degree or equivalent work experience
Benefits
- Health, dental, vision and life insurance plans
- 401(k) Savings plan – with generous company matching contributions (up to 6%)
- Voya Retirement Plan – employer paid cash balance retirement plan (4%)
- Tuition reimbursement up to $5,250/year
- Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
- Paid volunteer time — 40 hours per calendar year
Company Overview
Voya Financial is a financial services company that specializes in the fields of retirement, investments, and insurance. It was founded in 1991, and is headquartered in Atlanta, Georgia, USA, with a workforce of 5001-10000 employees. Its website is https://www.voya.com/.Company H1B Sponsorship
Voya Financial has a track record of offering H1B sponsorships, with 1 in 2025, 4 in 2024, 2 in 2023, 1 in 2022, 5 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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