Business Quality Assurance (English + Russian/Ukrainian)

at  U Trust Insurance Agency LLC

ABOUT U TRUST INSURANCE AGENCY LLC:

Founded with a commitment to excellence, U Trust Insurance Agency LLC specializes in trucking insurance and operates across 28 US states. We provide tailored solutions that meet the unique needs of our clients. As a forward-thinking organization, we pride ourselves on our dynamic approach to customer service and sales, continually seeking innovative ways to enhance our operations. Our team of dedicated professionals is the cornerstone of our success, driven by a shared goal of delivering exceptional service and fostering strong client relationships. Join us to be a part of a company that values innovation, quality, and a customer-first approach in all aspects of our business.

JOB SUMMARY:

The Business Quality Assurance Specialist at U Trust Insurance Agency LLC plays a crucial role in enhancing the quality and efficiency of our sales and customer service operations. This position is responsible for analyzing and documenting current practices in these areas, developing clear and effective standards, and ensuring their implementation and ongoing maintenance across the organization. The ideal candidate will be a detail-oriented professional adept at fostering operational excellence and committed to promoting continuous improvement in our fast-paced, customer-focused environment.

REQUIREMENTS

• Educational Background: Bachelor’s degree in Business Administration, Quality Management, or a related field. Advanced degrees or certifications in quality assurance or process improvement (e.g., Six Sigma, ISO certifications) are highly desirable.
• Professional Experience: Minimum of 3 years of experience in quality assurance, process improvement, or a similar role, with a strong focus on sales and customer service environments.
• Industry Knowledge: Proven understanding of the sales and customer service processes, preferably within the insurance industry or a related field. Familiarity with regulatory and compliance standards that impact these areas is a plus.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to dissect complex processes and identify key areas for improvement.
• Communication Skills: Excellent verbal and written communication skills, necessary for documenting processes, training team members, and reporting to management.
• Technological Proficiency: Proficient in using quality management software, data analysis tools, and standard office software to streamline and monitor quality processes.
• Leadership and Training Abilities: Experience in leading quality improvement projects and training individuals or teams to adhere to new processes and standards.

• Process Analysis and Documentation: Conduct detailed analysis of existing sales and customer service processes to identify key areas for standardization and improvement. Document these processes thoroughly to ensure clarity and accessibility.
• Standard Development: Develop and define robust quality standards and benchmarks specifically tailored to enhance the sales and customer service operations.
• Standard Implementation: Oversee the implementation of new standards across the sales and customer service departments, ensuring consistent adoption and integration into daily operations.
• Quality Control and Compliance: Regularly audit and review practices within the sales and customer service teams to ensure compliance with established standards. Address any deviations or inconsistencies with appropriate corrective actions.
• Continuous Improvement: Initiate and lead continuous improvement projects to refine processes and increase efficiency. Foster an environment of innovation and proactive problem-solving.
• Training and Development: Design and deliver training programs to educate sales and customer service teams on new processes and quality standards. Ensure that all team members are proficient and aligned with the organization’s quality objectives.
• Feedback and Reporting: Provide ongoing feedback to management regarding the effectiveness of implemented standards and suggest further enhancements. Prepare detailed reports on the outcomes of quality assurance activities and their impact on business operations.