FBS - Quality Consultant (Contact Center)

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

Evaluates business unit performance and quality of contact, processing and/or file handling. Consults with business unit to identify primary opportunities impacting quality and recommends course of action to correct unfavorable performance. Leads and executes all aspects of evaluations on a rotational basis, for specific and/or multiple locations. This also includes presentation of results and information to business partners and leaders.

Essential Job Functions

• Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts.
• Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey.
• Contributes to benchmark audits and targeted reviews.
• Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.
• Partners with leadership to identify targeted audit needs for individual sites or teams.
• Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
• Consults with business to identify top opportunities and recommends actions to improve work product and business results.
• Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.
• Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers.
• May serve as team audit lead on a rotational basis.
• Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits.
• Analyzes audit data and assembles audit summary reports for leadership distribution.
• Participates in audit closing conferences with leadership.
• Completes secondary reviews of peer audits to ensure internal consistency of work.
• Assists Compliance with targeted reviews.
• Trains new members and mentors potential successors. Performs other duties as assigned.

Requirements

• High school diploma or equivalent required. Bachelor’s degree preferred.
• 1-3 years of experience working in claims or contact center
• Prior Quality and Call Center experience
• Fluent English

Desirable:

• 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.

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
3. Career development and training opportunities
4. Dynamic and inclusive work culture within a globally renowned group
5. Private Health Insurance
6. Pension Plan
7. Paid Time Off
8. Training & Development

Note: Benefits differ based on employee level.

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.