170,406 Service Quality jobs in the United States

Are you a detail-oriented professional with a passion for quality assurance? We're looking for a Customer Service Quality Assurance Contractor to join our client's team in the Deerfield Beach, FL area. This is a hybrid role, offering a mix of in-offi Customer Service, Quality Assurance, Contractor, Assurance, Contract, Quality, Retail, Staffing

Are you a detail-oriented professional with a passion for quality assurance? We're looking for a Customer Service Quality Assurance Contractor to join our client's team in the Deerfield Beach, FL area. This is a hybrid role, offering a mix of in-office collaboration and remote work. Position Overview As a Quality Assurance Contractor, you will play a crucial role in maintaining high-quality service standards. You'll be responsible for evaluating recorded customer service and mechanical claim phone calls and screen activity. By reviewing these interactions, you will ensure our phone agents are following established procedures and providing exceptional service. The ideal candidate is reliable, has a good attention to detail, and a collaborative mindset, especially during initial training and calibration sessions.Pay: $17.00 - $8.00 per hour Schedule: Monday - Friday, 8:00 AM - 5:00 PM Job Type: Hybrid Contract If you are a proactive problem-solver with a commitment to quality, we encourage you to apply today! Also send ypur resume to : 17 - 17.01 per hourshift: Firstwork hours: 8 AM - 5 PMeducation: High SchoolResponsibilities Conduct quality reviews of recorded calls and onscreen activity for customer service and mechanical claims agents.Evaluate agent performance based on process adherence, accuracy, and customer service standards.Document your findings using our QA scorecards and feedback methods.Participate in team calibration sessions to ensure consistent scoring and feedback.Meet and maintain all productivity expectations and quotas for both in-office and remote work. Required Qualifications & Skills At least 1 year of experience in a QA role, preferably in a call center environment.Exceptional attention to detail and the ability to identify process deviations.Basic technical proficiency, including comfort with reviewing audio/video recordings and navigating internal systems.Reliable attendance and punctuality are a must; you must consistently adhere to the assigned work schedule.Great communication skills and the ability to accept and apply feedback.Self-motivated and capable of maintaining high productivity while working independently.Must have a dedicated home workspace free from distractions for remote workdays. The essential functions of this role include: working in a smoke free environment Skills Quality AssuranceBasic Software SkillsCustomer ServiceInspectionQuality Control Qualifications Years of experience: 2 yearsExperience level: Experienced Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).This posting is open for thirty (30) days.

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests. Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life. Today, we're part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what's important to them. We're empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs. Transamerica employs nearly 7,000 people. It's part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.

* For more information, visit transamerica.com.

Job Description Summary: Provide quality results through quality assurance reviews of all service transactions. Reviews accuracy of timeliness and efficiency of service transactions with recommendations for quality standards as appropriate to management.

Job Description Responsibilities:

• Utilizes working knowledge of processing and quality functions, compliance with state and federal regulations, SOX, SEC, IMSA, and quality functions in the Customer Contact Center.
• Monitor accuracy, timeliness, and efficiency of service transitions.
• Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations. Work with management staff on resolutions.
• Regularly audit the work within the teams for accuracy and adherence to procedures, provide one on one coaching or training recommendations to management on areas requiring improvement.
• Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective.
• Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements.
• Remain abreast of current procedures and changes.

Qualifications: Associates degree or equivalent work experience required. Minimum of 0-1 years customer service experience required. Working knowledge of insurance industry operations, SOX, state & federal regulations preferred. Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.

Preferred Qualifications: Strong analytical, organizational, problem solving and customer service skills. Ability to differentiate between products and work types. Strong verbal and written communication skills. Positive professional attitude. Ability to coach, motivate, and mentor others. Attention to detail. Seeking knowledge through LOMA & dept. classes.

Working Conditions: Normal office environment. Strong PC skills, including use of MS Office products, Outlook, AWD, Encor and CK4. Fast paced environment.

Compensation: The salary for this position generally ranges between $41,000 - $47,000 annually/per hour. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company's discretion.

What We Offer: For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits:

• Competitive Pay
• Bonus for Eligible Employees

Benefits Package:

• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities

Health and Work/Life Balance Benefits:

• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars.
• Parental Leave fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance
• Employee Assistance Program
• College Coach Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs

Inclusion & Diversity: We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We're thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.

Giving Back: We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.

Transamerica's Parent Company: Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.

* As of December 31, 2023

We are seeking a skilled Customer Service Quality Specialist to join our team in Egypt. The ideal candidate will be fluent in Arabic and English, and have a strong understanding of customer service principles and practices as well as cultural nuances of the GCC region. In this role, you will be responsible for monitoring, evaluating and improving the quality of our customer service interactions to ensure customer satisfaction and retention.

• Monitor customer service interactions (voice, chat, emails) to ensure quality standards are met and exceeded.
• Evaluate customer service performance using quality assurance metrics and provide feedback to agents and supervisors.
• Develop and deliver training programs to enhance customer service skills and knowledge.
• Identify and analyze customer service issues, and work collaboratively with other departments to develop and implement solutions.
• Conduct research to identify best practices in customer service, and implement new strategies and processes to improve overall quality.
• Analyze customer feedback data to identify trends and opportunities for improvement.
• Work closely with other team members to ensure a high level of customer satisfaction.

• Fluency in Arabic and English (both spoken and written)
• Proven experience in a customer service quality assurance role.
• Strong knowledge of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office applications.
• Bachelor's degree in business administration, marketing, or a related field

Preferred qualifications:

• Six Sigma (Green or Black Belt) / LEAN or any other quality management certifications

Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money. The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

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Service Quality Assurance Lead

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

The Opportunity :

CACI is looking for a Service Quality Assurance Lead to oversee and improve our service delivery processes. The successful candidate will be responsible for developing, implementing, and maintaining quality assurance standards across our service operations. This includes making sure teams follow documented standard processes and work instructions.

The Service Quality Assurance Lead will coordinate with functional area leads and SMEs to build a Quality Assurance plan and score card, inspect work (both in-progress and after completion) to ensure that completed work complies with best practices, customers Quality Assurance Surveillance Plan (QASP) and Statement of Work, SOPs and/or work instructions; record results; prepare and submit reports as required; and notify Program Management if work is performed unsatisfactorily, or if a work instructions need to be updated or improved.

Responsibilities:

• Lead and mentor a team of quality assurance analysts

• Develop and implement quality assurance strategies and methodologies

• Establish key performance indicators (KPIs) and quality metrics

• Manage processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, Capacity, Availability, and Service Catalog

• Oversee QA monitoring and evaluation of the various aspects of ticket lifecycle to ensure compliance with the Statement of Work and Quality Assurance Surveillance Plan requirements program guidelines

• Oversees a team of quality analysist performing audits and assessments of service quality

• Analyze quality data and prepare reports for senior management.

• Ensures quality processes are developed in conjunction with requirements.

• Tracks and maintains documentation of assigned quality projects.

• Reviews requirements, specifications, and documentation to gain a thorough understanding of the work to be certified.

• Collaborate with other functional leads and service providers to address quality issues and implement improvements

• Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved

• Develop and deliver quality assurance training program

Qualifications:

Required:

• TS/SCI with Poly required

• Bachelor's degree in a related technical field (Science, Technology, Engineering, and Mathematics (STEM)) or equivalent work experience

• 7+ years or related work experience

• Experience managing enterprise programs $25M-$0M in value

• Managers major sub-function for a large program

• Demonstrated experience with business and management principles involved in strategic planning, resource allocation, production methods, and coordination of people and resources.

• Expertise in Service Management and Service Integration solutions

• Ability to interact effectively across all organizational boundaries and with key customer and CACI stakeholders

• Extensive experience leading personnel, multiple teams with an emphasis on providing a culture of inclusiveness, independent thought, consistent communication, and mentorship

• Demonstrated experience providing day-to-day management of a program, and developing long-term, strategic objectives to ensure that end user requirements will be satisfied

• Active ITIL 4, ITIL Foundation Certification and experience using, managing, or implementing ITIL practices.

• Ability to influence others to accept practices and approaches, and ability to communicate and influence executive leadership

• Demonstrated ability to continuously improve and integrate services and procedures

• Skilled at working collaboratively in complex cross-team/contract/Government organization environment with experience demonstrating leadership abilities

Desired:

• Program Management Institute (PMI) Program Management Professional (PgMP) or a Project Management Professional (PMP) certification

• Experience working with Government clients, specifically within the Intelligence Community.

• Familiarity with IT Service Management toolsets such as ServiceNow or Remedy, and other Systems Engineering tools

• Relevant work experience and leadership in PM/SIAM/IT Service Management commercial environment

• Lead/managed IT infrastructure service transitions

• Experience with large teams in a matrixed management structure

• Experience with Governance and Organizational Change Management

• Demonstrated experience with facets of personnel management

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here. (

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Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .

The proposed salary range for this position is:

94,400 - 198,200

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

Customer Service Quality Assurance Ancillary Benefit Advisors are responsible for phone sales, following up on prospects, assisting with enrollment forms, responsible for first check of quality of applications for outside and inside sales, handle Patient Liability verification, handle social security and Medicaid number verification and customer concerns or complaints as applicable. End of month hours/days worked will change on a monthly basis.

• First check of the quality of all paper, faxed and emailed applications
• Have exceptional customer service when dealing with questions or complaints about enrollment
• Administrative task pertaining to Inside sale's applications
• Verification of PL, SSN and Medicaid numbers
• Support inside sales team
• Inbound calls
• Sourcing new sales opportunities and establishing leads through outbound calls, emails and follow up.
• Must have Health Insurance license within 45 days of employment.
• Develop sales opportunities by researching and identifying potential sales, soliciting new leads and building relations.
• Understand and maintain awareness of customer needs, qualifications and requirements.
• Assess competitors by analyzing and summarizing competitor benefits then identifying sales opportunities.
• Route customers to the appropriate departments for further development and resolution.
• Educate family members and guardians on the benefits available to those residing at the facilities we service.
• Responsible for handling customer inquiries promptly and effectively in a fast-paced, team-oriented environment.
• Maintains and improves quality results by following standards; recommending improved policies and procedures.
• Maintain job knowledge by studying pertinent laws and differing state requirements; participating in routine educational requirements by law.
• Maintains equipment and systems by troubleshooting, reporting and tracking problems.
• Travel up to 25% of the time.
• Completes pre-calls to responsible parties for nursing home residents to inform them of the benefit programs.
• Follow up to make sure prospects have received materials sent to them.
• Assist with enrollment forms when needed and answer any questions from prospects.
• Maintains strong knowledge of company services provided to customer.
• Actively supports and complies with all components of the Company compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; always abides with HIPAA and PHI guidelines.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager.
• Reacts positively to change and performs other duties as assigned.

• BA/BS degree or equivalent work experience preferred; High school diploma required.
• 2+ years of inside sales experience (phone sales preferred)
• Accident and Health Insurance License preferred, but not required.
• Proven inside sales experience preferred with established track record of over-achieving quotas.
• Strong phone presence and experience making multiple calls per day.
• High attention to detail and strong customer service skills.
• Excellent verbal, written and listening communication skills.
• Ability to multi-task, prioritize and manage time effectively.
• Strong computer skills required.
• Familiar with Salesforce or similar CRM.
• Demonstrated success with health insurance sales.

We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.