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.
Contact Center Quality Analyst
Tokio Marine Seguradora. Analyze customer experience metrics, with a focus on NPS.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in analyzing customer experience metrics and improving service models, with a strong focus on utilizing data-driven insights to enhance both customer and employee experiences. Proficient in quality monitoring and assurance within the insurance industry.
Highest-signal resume keywords
Customer Experience AnalysisPower BI ProficiencyQuality Monitoring ExperienceGenesys System KnowledgeInsurance Industry Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Experience Metrics AnalysisQuality AssuranceProcess ImprovementData AnalysisTraining Development
Soft Skills
CollaborationCommunicationContinuous Improvement Mindset
Tools & Technologies
Power BIMicrosoft OfficeQuality ToolsGenesys System
Industry Keywords
Insurance IndustryCustomer JourneyNPSService ModelsCustomer Service
About the role
Key responsibilities & impact- Analyze customer experience metrics, with a focus on NPS.
- Evaluate customer and insurance broker comments to identify improvement opportunities.
- Analyze customer and insurance broker journeys.
- Identify opportunities to improve processes and service models.
- Turn data and metrics into practical actions.
- Support continuous improvement initiatives.
- Prepare communications and guidance for customer service teams.
- Collaborate with agents, supervisors, coordinators, and leadership.
- Contribute to improving the customer experience while keeping the employee experience in mind.
Requirements
What you’ll need- Bachelor's degree completed.
- Intermediate proficiency in Power BI and Microsoft Office.
- Knowledge of quality tools.
- Experience in quality monitoring, customer experience, quality assurance, and training.
- Knowledge of the Genesys system.
- Experience in the insurance industry is a plus.
- Availability to work in a hybrid model (three days in the office and two days working from home).
Benefits
Comp & perks- Medical Insurance
- Dental Insurance
- Pharmacy Assistance
- Wellness Center with a multidisciplinary team of physicians, physical therapists, speech-language pathologists, and nurses
- Wellhub (formerly Gympass)
- Workplace Exercise Program
- Quick Massage
- Physical Therapy
- Meal Voucher
- Food Voucher
- 13th Food Voucher
- Pregnancy Program
- Mother and Baby Room
- Baby Kit
- Extended Maternity and Paternity Leave
- Childcare/Nanny Assistance
- Social Services
- Life Insurance
- Funeral Assistance
- Transportation Voucher with special discount
- Breakfast
- Convenience Store
- Santander ATM
- Private Pension Plan
- Payroll-Deducted Loan
- Financial Wellness App
- Highly Attractive Profit-Sharing Plan
- Discounts on insurance products
- Discounts on shows at Tokio Marine Hall
- Exemption from Santander banking fees
- Tokio Indica Discount Platform
- Birthday Day Off
- Additional Time-Off Days Based on Tenure, starting after 5 years
- Educational Assistance
- Corporate University
- Legal Name and Gender Marker Change Support for Transgender People