Quality Assurance-Sr. Analyst

Job Overview

Aon Is Looking For A Quality Assurance (Sr. Analyst)

As part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of our business group within Aon Integramark, a debt cancellation service administrator for the U.S. lending industry. This is a hybrid position in Alpharetta, GA office.

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

• Conduct assigned quality reviews, provide feedback, and create reports as required
• Support the Supervisor in coaching systematic performance issues (as required)
• Monitor (phone and non-phone) customer interactions and provide coaching/feedback to Agents
• Update evaluation forms and input results to develop reports
• Become a referent in the application of the Coaching Performance framework
• Calibrate with vendors and compliance to ensure a single standard for call scoring
• Audit vendor quality assurance activities and programs
• Coordinate with learning team to identify trends on calls and develop appropriate and cost-effective learning interventions
• Coordinate with Aon BU compliance teams to ensure the contact centers meet requirements
• Deliver relevant information to the operation to drive process-level improvements

• Deep functional expertise (Customer Service, Quality standards)
• Requires specific quality and compliance knowledge, data entry ability, and interpersonal skills to assess and deliver feedback on contact center calls.
• Passion for learning and coaching
• Experience as a Contact Center Rep (knowledge of processes, metrics, roles)
• Familiarity with Aon's processes and products
• Knowledge of industry- specific regulatory requirements and best practices

• 4 year degree preferred or relatable work experience.

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self thermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work...

and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal histories are encouraged to apply.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email Rea

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

The salary range for this position (intended for U.S. applicants) is $52,000 to $60,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location. This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary.

The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid…