Workforce Management; WFM & Quality Assurance; QA Analyst
Job in
Ormond Beach, Volusia County, Florida, 32174, USA
Listed on 2026-02-01
Listing for:
Security First Insurance
Full Time
position Listed on 2026-02-01
Job specializations:
-
Insurance
Job Description & How to Apply Below
Overview
We are seeking a Workforce Management (WFM) & Quality Assurance (QA) Analyst to support, maintain, and optimize Workforce Management, Quality Assurance, and Contact Center applications. Responsibilities include workforce management scheduling and real-time adherence during live operations, including analysis and reporting for customer support, claims, and the sales departments.
Responsibilities- Perform quality assurance by reviewing and evaluating customer contacts from all channels (Call, Chat, Text and Email).
- Identify and report patterns and opportunities to optimize the current WFM, Quality Assurance, and Contact Center platforms.
- Run extensive reporting for leadership.
- Work with minimal supervision and using initiative and independent judgment.
- Demonstrate a general understanding of the assigned function or business area.
- Conduct QA reviews and evaluations for inbound and outbound calls, as well as written channels like chat, text, and email to ensure customer satisfaction.
- Meet monthly QA quotas, analyze trends, and provide regular reporting.
- Maintain knowledge of company guidelines, provide technical support, and serve as a subject matter expert in collaboration meetings.
- Flexibility to respond to emergencies and assist other departments as needed.
- High school diploma or equivalent
- One (1) years of experience of industry experience in property insurance or property claims is required
- Or an equivalent combination of education, certification, training, and experience
- Advanced understanding of underwriting and claims processes and procedures
- Understanding of customer experience best practices
- Ability to work independently with minimal supervision under tight deadlines
- May be required to possess a valid state of Florida driver’s license
- Florida property & casualty (P&C) 440 license
- Insurance industry designations or trade certifications
- Six (6) months of industry experience in property & casualty underwriting
- Experience with Five9 and/or other CX and workforce management platforms
- State of Florida 2:20 General Lines Agent License
- Understanding of workforce management best practices and principles
- Bilingual (English / Spanish)
- Associate
- Full-time
- Strategy/Planning and Information Technology
- Insurance
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