FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in evaluating business unit performance, regulatory compliance, and customer experience improvement. Proficient in conducting audits, analyzing results, and providing actionable recommendations to enhance service quality and operational efficiency.
Highest-signal resume keywords
Quality EvaluationAudit ExecutionCustomer Experience ImprovementPerformance CoachingTeam Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Audit AnalysisRegulatory ComplianceData OrganizationPerformance EvaluationError Assessment
Soft Skills
CommunicationMentoringConsultationCollaboration
Tools & Technologies
Auditing ToolsFWS SystemFarmers SystemBristol West System
Industry Keywords
ClaimsContact CenterQuality AssuranceCustomer JourneyBenchmark Audits
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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