Job Information
AON Quality Specialist I in Alpharetta, Georgia
Aon is looking for a Quality Specialist I
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 2-3 days in the office. As a Quality Specialist, you will report to the Operational Excellence Manager.
Your impact as a Quality Specialist
SUPPORTS the Account Executives in the aspects of maintaining and increasing quality levels for our clients from both business and regulatory perspectives. PERFORMS timely quality audits and coaching daily in support of assigned clients. DOCUMENTS all audits in a quality manner. COLLABORATES with clients, management, and training with data analysis of trends for improvements with our Debt Cancellation clients. COLLABORATES and provides support for client relationships and deliverables with key partner contacts on a day-to-day basis. MONITORS key metrics that will support transactional surveillance to meet client SLA’s. This position requires extensive knowledge of functional processes within the company and the impacts of any process changes to quality for all clients. ACTIVELY LISTENS to concerns, needs, goals or objections, both stated and unstated, and proactively develops solutions to meet those needs.
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.
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
Preferred Experience:
Bilingual in Spanish
Education
College preferred or equivalent work experience.
How we support our colleagues
In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, 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 ReasonableAccommodations@Aon.com
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 is $55,000 to $65,000 annually. 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. 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.
We Offer You
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 sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.
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2544383
Aon is looking for a Quality Specialist I
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 2-3 days in the office. As a Quality Specialist, you will report to the Operational Excellence Manager.
Your impact as a Quality Specialist
SUPPORTS the Account Executives in the aspects of maintaining and increasing quality levels for our clients from both business and regulatory perspectives. PERFORMS timely quality audits and coaching daily in support of assigned clients. DOCUMENTS all audits in a quality manner. COLLABORATES with clients, management, and training with data analysis of trends for improvements with our Debt Cancellation clients. COLLABORATES and provides support for client relationships and deliverables with key partner contacts on a day-to-day basis. MONITORS key metrics that will support transactional surveillance to meet client SLA’s. This position requires extensive knowledge of functional processes within the company and the impacts of any process changes to quality for all clients. ACTIVELY LISTENS to concerns, needs, goals or objections, both stated and unstated, and proactively develops solutions to meet those needs.
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.
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
Preferred Experience:
Bilingual in Spanish
Education
College preferred or equivalent work experience.
How we support our colleagues
In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, 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 ReasonableAccommodations@Aon.com
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 is $55,000 to $65,000 annually. 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. 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.
We Offer You
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 sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.
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