Quality Consultant – Contact Center

• Evaluate business unit performance and quality of contact, processing, and/or file handling
• Evaluate quality of service, regulatory compliance, and adherence to established procedures
• Assess the customer impact of errors and subsequent handling of the customer journey
• Contribute to benchmark audits and targeted reviews
• Identify trends and recommend priority actions to improve customer experience and business results
• Partner with leadership to identify targeted audit needs for sites or teams
• Independently execute audits, analyze results, write audit summary reports, and communicate results to local leaders
• Consult with business teams and recommend actions to improve work product and business results
• Participate in leadership meetings and calibration sessions to provide consultation and recommendations
• Provide technical assistance with auditing tools and applicable technology
• Serve as team audit lead on a rotational basis
• Organize pertinent data, communicate expectations to peers, and arrange calibrations and re-audits
• Participate in audit closing conferences with leadership
• Complete secondary reviews of peer audits for internal consistency
• Assist Compliance with targeted reviews
• Train new members and mentor potential successors
• Perform other duties as assigned

• High school diploma or equivalent required
• 1-3 years of experience working in claims or contact center
• Prior Quality and Call Center experience
• Fluent English
• Experience in a Performance Coach or similar position is preferred
• Experience in a Supervisory position or team lead role is preferred
• Experience with internal FWS, Farmers, and/or Bristol West system is preferred
• Valid, local legal authorization to work in the country where the role is based at the time of hire
• No work authorization sponsorship unless explicitly stated

• Competitive salary and performance-based bonuses
• Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
• Career development and training opportunities
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development
• Benefits differ based on employee level
• Personal data processing in accordance with applicable data protection and privacy laws and FBS internal policies
• Employment conditional upon valid, local legal authorization to work in the country where the role is based; no sponsorship unless explicitly stated
• Exclusivity of employment and conflict-of-interest requirements during employment