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Quality Coach - insurance claims care centre
| Location: | Downtown Commercial Core, Calgary, Alberta, Canada |
|---|---|
| Job Type: | Permanent |
| Posted: | 18th Apr 2008 |
| Closing Date: | 30th May 2008 |
| Posted By: | Aviva Canada |
| Details: | |
| Quality Coach - insurance claims care centre Do you dream of working for an exciting, global company where employees are committed to excellence and empowered to make a real difference? Consider Aviva Canada! We are proud to be the 5th largest insurance company in the world where people come to do great work and advance their career. Now is the time for talented individuals to join our dynamic team and to do what really matters.... share, grow and succeed! Job Summary Monitor and coach claims advisors and claims assistants claims calls for call effectiveness, professionalism, accuracy and quality. Provide one on one coaching towards improvement in individual and team performance, client satisfaction, business retention and overall Claims Care Centre results and profitability. Responsible for tracking and analyzing the operations of the Claims Care Centre. This includes analyzing results and developing solutions based on customer satisfaction , effectiveness of processes and telephony operations. Job Responsibilities Provide one on one quality coaching to claims advisors and claims assistants with the goal of reaching optimum quality customer service. Assist with staffing schedule to ensure there is adequate coverage to meet the service level objectives. Coordinate customer satisfaction activity including logging and tracking of complaints, surveys and resolutions. Analyze results and design strategies to improve customer satisfaction. Analyze Claims Care Centre processes and provide recommendations for improvement to management. Help with implementation of improvements. Experience/Skills Required 3 - 5 years call centre/customer service experience. Excellent communication and report writing skills. Excellent conflict management and analytical skills. Knowledge of call centre principals, practices and matrix. Excellent knowledge of Excel and Word Education Required Completion of secondary school. Community college or university education preferred. CIP/FCIP certification or course training would be an asset. | |
| Sorry! This job is no longer active as the closing date for applications has passed. You can view other vacancies from this company (if they have any) by clicking on their name above, alternatively we may have some suggestions for similar vacancies listed below that might be of interest. | |
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