SIAA

Customer Service Quality Lead, English + Russian/Ukrainian

SIAA

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Senior

About the role

  • U Trust Insurance Agency LLC is a growing insurance agency with a commitment to excellence in customer service.
  • We serve clients across 31 states and pride ourselves on delivering reliable and innovative solutions.
  • We are seeking a Customer Service Quality Lead to elevate the quality of our service and ensure our team delivers exceptional experiences to our clients.
  • Responsibilities include developing QA frameworks, auditing interactions, providing coaching, designing corporate training, and process improvement.
  • This is a remote role with global location options and opportunities to collaborate across cross-functional teams.

Requirements

  • Experience: Minimum 3 years of experience in quality assurance, customer service leadership, or a similar role.
  • Background in the insurance or financial services industry is a plus.
  • Skills & Knowledge: Strong knowledge of quality assurance methodologies and service improvement strategies.
  • Proven ability to design and deliver effective training programs.
  • Analytical mindset with the ability to interpret data and drive decisions.
  • Proficiency with tools such as LMS platforms, Office 365, and CRM systems.
  • Personal Attributes: Exceptional communication and coaching skills.
  • Detail-oriented with excellent organizational abilities.
  • Collaborative and able to work across departments effectively.
  • Education: Bachelor’s degree in Business Administration, Education, or a related field is preferred.
  • Trial Period: The selected candidate will undergo a trial period of 2 months.