Agency Services Support & Quality Specialist; Hybrid

Agency Services Support & Quality Specialist (Hybrid)

Posted 4 days ago. Be among the first 25 applicants.

In this role, you will be responsible for ensuring accuracy, consistency, and compliance across agency platforms and communications. This role provides day‑to‑day operational support, conducts quality assurance reviews, and maintains participation records in systems such as Admin UI. The ideal candidate is detail‑oriented, highly organized, and committed to delivering exceptional service and support to both internal teams and agency partners.

This is a hybrid position located in McKinney, Texas (WFH Monday & Friday, In Office Tuesday-Thursday).

• Provide day‑to‑day support to agency services operations, ensuring accuracy and quality across multiple platforms (including Admin UI).
• Maintain updated and accurate client records.
• Conduct weekly and monthly quality checks on participation updates.
• Ensure timely follow‑up on quality‑related issues, keeping management informed on high‑priority concerns.
• Routinely perform a wide variety of support duties, as assigned.
• Monitor daily consumer emails and direct them to the appropriate departments.
• Organize and facilitate team meetings, quality workshops, and feedback sessions to drive continuous improvement across departments.
• Monitor, review, and update participation records to maintain data integrity and compliance.
• Conduct quality assurance checks on agency‑related processes, communications, and platform activity.
• Coordinate and manage monthly communications to agencies, ensuring timely and accurate distribution.
• Compile and validate participation and lead activity reports; elevate discrepancies as needed.
• Assist with onboarding, system navigation, and process support for agency partners and internal team members.
• Document processes, create reference guides, and maintain up‑to‑date standard operating procedures (SOPs).
• Collaborate with cross‑functional teams (sales, vendors, operations) to align quality standards and service expectations.
• Track and analyze recurring issues to contribute to root‑cause analysis and process improvement initiatives.
• Ensure all communications and agency interactions are handled with professionalism, accuracy, and confidentiality.
• Monitor and audit lead generation processes, campaigns, and CRM activity to ensure accuracy, consistency, and compliance with company standards.
• Support leadership with audit findings, reporting, and preparation of quality performance summaries.
• Serve as a point of contact between quality assurance and frontline teams, ensuring clear communication of quality standards and expectations.

• Bachelor’s degree in business, communication preferred, but willing to consider candidates with relevant work experience.
• Experience in agency services, quality assurance, or operations support preferred.
• Detail‑oriented self‑starter.
• Intermediate proficiency in Excel and basic database skills.
• Strong experience working in both a team and individual environment.
• Strong interpersonal and communication skills, both oral and written.
• Ability to work quickly and accurately in a demanding environment.
• Ability to adapt quickly and effectively to change.
• Ability to manage multiple priorities simultaneously and prioritize time with minimal supervision required.
• Strong PC skills with proficiency in Internet Explorer, Word, and Outlook.
• Positive attitude, resourceful and an honest and direct communicator.
• High degree of integrity and ability to maintain confidentiality.
• Strong listening and communication skills to ensure proper execution of assignments.
• Strong organizational, time‑management, and problem‑solving skills.
• Ability to align business needs with resources/capabilities required.
• Ability to learn new computer systems.
• Strong decision‑making skills with ability to analyze situations and make logical positive outcome conclusions.
• Proven experience in engaging in multiple initiatives simultaneously.

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans because your well‑being is fundamental to your performance.
• Robust life insurance benefits and retirement plans, including company‑matched 401k and pension plan.
• Paid holidays and time off to support a healthy work‑life balance.
• Parental leave to help our employees welcome their new additions.
• Subsidized all‑in‑one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
• Company‑paid counseling for assistance with mental health, stress management, and work‑life balance.
• Continued education reimbursement eligibility and company‑paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.