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Customer Service Quality Assurance Specialist
Pacific Life. Assess the quality of Life Customer Service calls and communications .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in assessing customer service quality and leveraging analytics to identify trends and process improvements. Proficient in CRM tools and possesses strong communication skills within the financial services sector.
Highest-signal resume keywords
FINRA SIE RegistrationFINRA Series 6 RegistrationAdvanced Understanding of CMD Life ProductsResearch and Analysis SkillsComplex Issue Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AssessmentProcess ImprovementData AnalysisTrend IdentificationReporting Development
Soft Skills
Strong Communication SkillsAbility to Work Under Tight DeadlinesCustomer Service Orientation
Tools & Technologies
CRM ToolsAnalytics Platforms
Certifications & Qualifications
FINRA Series 6FINRA SIE
Industry Keywords
Life OperationsService QualityCall HandlingFinancial Services
About the role
Key responsibilities & impact- Assess the quality of Life Customer Service calls and communications
- Leverage analytics platforms to identify trends in service quality
- Identify process improvement opportunities
- Oversee administration of quality review across Life Operations
- Review assigned communications each month by key deadlines
- Use CRM and analytics tools to review communications and provide accurate, consistent, constructive feedback
- Identify trends and training issues and address them with management
- Submit “Training Opportunities” as identified
- Develop and maintain reporting to collect and analyze activity data and track trends in service quality
- Analyze and measure the effectiveness of existing processes
Requirements
What you’ll need- FINRA SIE and Series 6 or 7 registrations are required
- FINRA Series 6 required prior to hire into this role
- Advanced level of understanding of CMD life products, workflow processes, procedures and Operations services
- Understanding of internal criteria for superior call handling
- Excellent research and analysis skills
- Demonstrated ability to effectively resolve complex issues
- Strong communication skills, preferably in the financial services profession
- Ability to complete assignments in a high-volume, fast-paced environment under tight deadlines
- Ability to balance accuracy, speed, and customer service
Benefits
Comp & perks- Medical, Dental, Vision
- Wellbeing Reimbursement Account
- Paid Time Off
- Holiday Schedules
- Financial Planning Time Off
- Paid Parental Leave
- Adoption Assistance Program
- Competitive 401k savings plan with company match
- Additional 401k contribution regardless of participation
- Flexible benefits
- Diversity and inclusion support