Quality Specialist II

Aon is looking for a Quality Specialist II (Hybrid in Alpharett, GA office)

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 Aon's Affinity business group within Aon Risk Solutions, in Alpharetta, GA. This position will be Hybrid with 3 days in the office. As a Quality Specialist, you will report to the Operational Excellence Manager.

Aon is in the business of better decisions

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.

Your impact as a Quality Specialist

Job Responsibilities:

• Performs daily quality audits for Analysts as required as it pertains to benefit adjudication, customer care 2nd tier resolution, outbound calls, on-line chat and email, all while ensuring to meet specific client SLAs/SOPs.
• Conducts audits and identifies coaching opportunities; provides feedback to the Analysts.
• Responsible for documenting and filing all coaching documentation and emails in a timely basis as outlined in SOPs.
• Communicate with the management team about Analysts who are not meeting standards.
• Perform surveillance of day-to-day customer transactions/processes. Identify opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process issues. Maintain job aids for day-to-day surveillance processes. Provide recommendations for policy and procedure changes that may enhance service productivity or the customer experience.
• Leads weekly Performance Meetings with clients on your topic.
• Leads in the preparation of performance reporting to deliver in the monthly (or as assigned by client management) review calls with assigned clients. Leads in the preparation of performance reporting to deliver in the meetings.
• Identify performance trends and patterns and make appropriate training recommendations as well as recommendations for policy and procedure changes that may enhance service productivity.
• Leads in the annual audits with clients. There is a large amount of preparation and review for these annual audits. Ensures all documentation of audits and coaching as required by assigned clients is completed on an on-going basis.

You bring knowledge and expertise

Required Experience:

• 2 + years of quality assurance experience, preferably in a contact center or insurance environment
• Ability to provide direct feedback and one-on-one coaching
• Possesses good working knowledge of adult learning styles, theories, and methods
• Excellent verbal and written communications skills
• Must be comfortable with technology and able to fully utilize PC office products such as Word, Excel, Power Point, and Outlook
• Ability to work independently and meet deadlines with strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and teamwork

Required Experience:

• Bilingual in Spanish is required

Education: College preferred or equivalent work experience.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile 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 for our colleagues as well.

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 and inclusive 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 are committed to providing equal employment opportunities and fostering an inclusive workplace. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing us at Rea or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience.

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.

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a…