Quality Assurance Coordinator-Retirement at Voya Financial

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Retirement ServicesIndustries

Requirements

Minimum 1-3 years business experience in a call center environment
Excellent written and oral communication skills
Demonstrate strong interpersonal and organizational skills
Preferred: Bachelor's degree or equivalent work experience
Located near Jacksonville, FL or Windsor, CT for 100% remote work; hybrid in New York City area (5 days in-office first 6 months)

Responsibilities

Develop programs that measure and evaluate CSA performance and the organization's ability to meet corporate and industry standards of excellence
Monitor calls and provide feedback to Call Center managers and Call Center Reps in a timely and consistent manner
Provide side by side coaching and/or one on one coaching sessions for all customer service representatives
Responsible for continued development, measurement and constant improvement regarding quality and individual metrics; implement development plan for each representative to meet and exceed quality goals
Provide Call Center management with individual, team and overall performance evaluations
Assist with design and implementation of other quality related initiatives
Act as liaison between Call Center and planning and marketing departments on matters related to the center's performance
Assist the Training department to improve new employee and recurrent training curriculum
Other duties as assigned
Responsible for the overall quality initiative in the Call Center and monitoring all Call Center reps' performance for consistency according to company guidelines and procedures

Skills

Key technologies and capabilities for this role

Call Center Quality AssurancePerformance MonitoringCSA EvaluationProgram DevelopmentQuality Initiatives

Questions & Answers

Common questions about this position

Is this position remote or hybrid?

The work location is flexible, allowing 100% remote work from home if located near Jacksonville, FL or Windsor, CT. If located in the New York City area, it is a hybrid-office/home role requiring 5 days in-office during the first 6 months, with the schedule finalized with your manager.

What experience is required for this role?

Minimum 1-3 years of business experience in a call center environment is required, along with excellent written and oral communication skills.

What does Voya Financial's company culture emphasize?

Voya Financial emphasizes a strong purpose of fighting for everyone's financial future, valuing differences, and fostering an inclusive environment where employees can bring their whole selves to work and positively influence culture, clients, and communities.

What is the salary for this Quality Assurance Coordinator role?

This information is not specified in the job description.

What makes a strong candidate for this position?

A strong candidate will have 1-3 years of call center experience, excellent communication skills, and the ability to monitor performance, provide coaching, develop quality programs, and collaborate across departments.

Voya Financial

Provides financial services and retirement solutions

About Voya Financial

Voya Financial offers a range of financial services, including retirement plans, investment management, and insurance products, to help individuals and businesses achieve financial wellness. Their services cater to individuals seeking retirement planning, employers looking to enhance employee benefits, and institutions needing tailored investment management. Voya stands out from competitors through its commitment to inclusiveness and corporate responsibility, which helps attract clients and talent. The company's goal is to build long-term relationships with clients, ensuring they achieve financial confidence and a fulfilling life.

New York City, New YorkHeadquarters

2014Year Founded

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Rally wellness program

Employee Assistance Program (EAP) and Work Life Services

Behavioral Health Family Support Program

Livongo support for diabetes, hypertension, and weight management

AccessHope cancer support

Wellthy caregiving assistance

Back-up child care and elder care

Health Advocate

ABLE accounts

Legal insurance

Identity theft protection

Voya Foundation Matching Gift Program

Risks

Increased competition from fintech companies may erode Voya's market share.

Operational challenges in integrating OneAmerica's business could affect service quality.

Regulatory scrutiny on fees may impact Voya's pricing strategies and profitability.

Differentiation

Voya's commitment to inclusiveness and corporate responsibility sets it apart in the market.

The acquisition of OneAmerica's retirement plan business expands Voya's client base significantly.

Voya's focus on digital financial planning tools enhances client engagement and satisfaction.

Upsides

Voya's ESG commitment aligns with the growing investor focus on sustainable investing.

The financial wellness market's growth offers significant opportunities for Voya's programs.

AI integration in investment management can enhance Voya's strategies and client outcomes.

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