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Quality Analyst L&C
Date: Aug 31, 2010
Location: Houston, TX, US
Quality Analyst L&C
Job ID #: AGST-LCQualityAnlystMS73010
Location: TX-Houston
Functional Area: Research
Company Name: American General Life Companies
Employment Type: Regular Full Time
Education Required: Some College
Experience Required: 3-5 years
Relocation Provided: No
Position Description:
Position Summary
The Licensing and Commissions (L&C) Department is responsible for on-boarding new agents, customer support for agent and agency key office personnel (KOP) and generating agent commission payroll. L&C team members work closely with Distribution and New Business partners to ensure agent/KOP customer service is accurate, timely and consistently focused on meeting the customer’s needs. L&C Quality Analyst (QA) team members perform audits, provide feedback and actively participate in identifying L&C process improvements.
Objective
L&C QA’s are critical to the continuous improvement initiatives at American General and have a direct impact on our agent customer’s confidence in AGL. The role requires a customer-centric and front-line staff perspective, and the ability to quickly grasp complex agent contracting and commission related topics. The primary responsibilities are to perform regular and periodic audits on various L&C processes, report results to management, and work with management and training to develop and improve processes and documentation, and communicate changes.
L&C hours of operation are Monday – Friday 7:30 AM to 5:30 PM (CT), with various shifts available. The L&C team is an environment where each person is dependent upon every other team member for success. Being on time and present everyday is a key part of this role.
Organization Reporting & Structure
This position reports to the L&C Architect. There will be direct interaction with other L&C staff/management and quality team members supporting other teams.
Performance Objectives
Below are the critical performance objectives for success in this role:
? Perform quality review on selected L&C work across multiple units. Perform call observation quality reviews and provide developmental feedback on improvement opportunities.
? Assess pass/fail status and quality scoring percentages of audited work via Quality Review checklists while maintaining productivity standards.
? Generate reports from various sources as requested to evaluate ongoing performance improvement.
? Submit quality audits to management and identify quality trends and root cause analysis to management and trainers.
? Assist in implementing new procedures and distributing to appropriate staff.
? Work with BPSI quality review staff to ensure consistency and share best practices.
? Assist front line staff during spike volumes or for business continuity purposes.
? Develop process improvements and communicate changes to training.
? Meet or exceed all performance metrics to include: Quality pass rates for QR role equal to or greater than 92%
? Become knowledgeable about our products, Producer/IMO contract provisions, systems, and processes through continued learning and improvement via formal and informal training sessions.
Position Requirements
The Ideal Candidate Should Have:
? Analytical and practical problem solving skills with strong organizational skills and attention to detail.
? Solid listening and empathy skills while working with staff on QR results.
? Strong verbal and written communication skills with a customer-centric and front-line staff perspective.
? Proven leadership skills and positive attitude with the ability to make consistent, sound and effective decisions with minimal direction.
? Ability to interact effectively with all levels of staff and management.
? Ability to multi-task with a variety of systems and processes. (Systems knowledge a plus – AWD, Vantage, Cyberlife, DSS, Lifecomm, etc.)
? Strong ability to use judgment and discretion.
? Demonstrated record of consistent strong performance.
? Knowledge of insurance and annuity products a plus.
? Bachelor’s degree or 4+ years of equivalent business related.
Attributes
? Proven track record of showing initiative and creativity.
? Hands on self-starter, with experience learning new, complex topics.
? Demonstrated flexibility and adaptability.
? Track record of acting with a sense of urgency.
? Demonstrated history of high quality work product.
? Proven record of being an effective listener and communicator with customers and peers.
? Results focused with a track record of achievement.
About Us:
Service. Commitment. People. Products. These are the reasons people choose to do business with American General Life Companies. And the reasons why we are the right choice for your career. At American General Life Companies, we have been keeping promises to American families and businesses for more than 150 years. Our insurers offer a broad spectrum of fixed and variable life insurance, annuities and accident and health products to serve the financial and estate planning needs of customers throughout the United States. American General Life Companies is an Equal Opportunity Employer.
Job ID #: AGST-LCQualityAnlystMS73010
Location: TX-Houston
Functional Area: Research
Company Name: American General Life Companies
Employment Type: Regular Full Time
Education Required: Some College
Experience Required: 3-5 years
Relocation Provided: No
Position Description:
Position Summary
The Licensing and Commissions (L&C) Department is responsible for on-boarding new agents, customer support for agent and agency key office personnel (KOP) and generating agent commission payroll. L&C team members work closely with Distribution and New Business partners to ensure agent/KOP customer service is accurate, timely and consistently focused on meeting the customer’s needs. L&C Quality Analyst (QA) team members perform audits, provide feedback and actively participate in identifying L&C process improvements.
Objective
L&C QA’s are critical to the continuous improvement initiatives at American General and have a direct impact on our agent customer’s confidence in AGL. The role requires a customer-centric and front-line staff perspective, and the ability to quickly grasp complex agent contracting and commission related topics. The primary responsibilities are to perform regular and periodic audits on various L&C processes, report results to management, and work with management and training to develop and improve processes and documentation, and communicate changes.
L&C hours of operation are Monday – Friday 7:30 AM to 5:30 PM (CT), with various shifts available. The L&C team is an environment where each person is dependent upon every other team member for success. Being on time and present everyday is a key part of this role.
Organization Reporting & Structure
This position reports to the L&C Architect. There will be direct interaction with other L&C staff/management and quality team members supporting other teams.
Performance Objectives
Below are the critical performance objectives for success in this role:
? Perform quality review on selected L&C work across multiple units. Perform call observation quality reviews and provide developmental feedback on improvement opportunities.
? Assess pass/fail status and quality scoring percentages of audited work via Quality Review checklists while maintaining productivity standards.
? Generate reports from various sources as requested to evaluate ongoing performance improvement.
? Submit quality audits to management and identify quality trends and root cause analysis to management and trainers.
? Assist in implementing new procedures and distributing to appropriate staff.
? Work with BPSI quality review staff to ensure consistency and share best practices.
? Assist front line staff during spike volumes or for business continuity purposes.
? Develop process improvements and communicate changes to training.
? Meet or exceed all performance metrics to include: Quality pass rates for QR role equal to or greater than 92%
? Become knowledgeable about our products, Producer/IMO contract provisions, systems, and processes through continued learning and improvement via formal and informal training sessions.
Position Requirements
The Ideal Candidate Should Have:
? Analytical and practical problem solving skills with strong organizational skills and attention to detail.
? Solid listening and empathy skills while working with staff on QR results.
? Strong verbal and written communication skills with a customer-centric and front-line staff perspective.
? Proven leadership skills and positive attitude with the ability to make consistent, sound and effective decisions with minimal direction.
? Ability to interact effectively with all levels of staff and management.
? Ability to multi-task with a variety of systems and processes. (Systems knowledge a plus – AWD, Vantage, Cyberlife, DSS, Lifecomm, etc.)
? Strong ability to use judgment and discretion.
? Demonstrated record of consistent strong performance.
? Knowledge of insurance and annuity products a plus.
? Bachelor’s degree or 4+ years of equivalent business related.
Attributes
? Proven track record of showing initiative and creativity.
? Hands on self-starter, with experience learning new, complex topics.
? Demonstrated flexibility and adaptability.
? Track record of acting with a sense of urgency.
? Demonstrated history of high quality work product.
? Proven record of being an effective listener and communicator with customers and peers.
? Results focused with a track record of achievement.
About Us:
Service. Commitment. People. Products. These are the reasons people choose to do business with American General Life Companies. And the reasons why we are the right choice for your career. At American General Life Companies, we have been keeping promises to American families and businesses for more than 150 years. Our insurers offer a broad spectrum of fixed and variable life insurance, annuities and accident and health products to serve the financial and estate planning needs of customers throughout the United States. American General Life Companies is an Equal Opportunity Employer.
Nearest Major Market: Houston
Job Segments: C#, Customer Service, Customer Service Representative, Finance, Insurance, Insurance Fraud, Payroll, QA, Quality, Quality Assurance, Research, Service, Technology
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