Client Service Center QA Specialist (Inbound Call Center)

Job DescriptionJob DescriptionMetLife Legal Plans is currently hiring a Client Service Center Quality Assurance Specialist for our growing Client Service Center in Cleveland, OH.

This position will be hybrid, with roughly two days in our Cleveland, OH office and three days remote per week.

This individual will report into our Client Service Center Manager.

Who We Are:

MetLife Legal Plans is the country's largest provider of legal voluntary benefits, serving five million people at more than 3,000 organizations, including over 200 Fortune 500® companies. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Success Principles:

• We change and innovate for sustained performance
• We collaborate and empower each other to succeed
• We deliver for our customers

Summary of Role:

The CSC Quality Assurance Specialist is responsible for assessing the quality of interactions with members and potential members across all channels. This role will ensure that member interactions meet quality standards, align with MLP values, and adhere to processes and risk controls. You will work with all Supervisors within the CSC Department to foster a culture of service excellence and continuous improvement, leveraging data and technology to drive quality insights and service enhancements.

A day in the life of a Client Service Center Quality Assurance Specialist here at MetLife Legal Plans:

• Ensure member and potential member interactions via call, chat, and email meet quality standards and support MLP values and culture.
• Ensure quality standards support meeting operational metrics.
• Ensure accuracy in member and potential member interactions via call, chat, and email adhere to MetLife Legal Plans processes, procedures, system utilization and risk controls.
• Collaboration with all CSC Leadership on plan and system changes and modify assessments accordingly.
• Conduct assessments for all team members on a weekly basis, review results with Supervisors, and complete monthly calibration of scores for alignment.
• Report out monthly scores for all team members and provide an overall report out of quality assurance insights into actionable process improvement initiatives, and targeted coaching opportunities.
• Continually work to build, adjust, and improve the Quality Assurance processes to stay current and inclusive of all business standards, initiatives and requirements.
• Effective use of all quality management and sentiment analytics tools, Calabrio and Zendesk,
• Support business development activities to achieve MLP strategic plan
• Other duties as required or assigned

Required Qualifications:

• 1+ years of previous quality assurance work experience
• 2+ years of contact center service representative work experience
• Experience with Microsoft Word, Power Point and Excel
• Commitment to continuous ongoing improvement especially related to delivering quality customer service.
  

Qualifications:

• 2 years+ leadership experience of Customer Service Department
• Minimum two-year experience as a Quality Assurance Specialist or similar position.
• Experience using systems such as Calabrio, Cisco Reporting, Zendesk, including QM tools.
• Bachelor’s degree from an accredited University

Key Competencies / Characteristics:

• Fosters collaboration and effective teamwork
• Acts with integrity and transparency
• Flexible and adaptable to an everchanging business
• Curiosity to research and provide suggestions on process improvement
• Disciplined in nature
• Knack for attention to detail
• Thrives in a team / independent working environment
• Ability to work and prioritize independently, as well as with others.
• Excellent collaboration, interpersonal and communication skills, both oral and written.
• Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload to meet deadlines
• Display a positive, motivating attitude and flexibility
• Strong decision making and problem-solving skills.
• High level of confidentiality to handle sensitive/confidential situations and documentation

Company Benefits:

• Generous PTO package
• 9 paid company holidays
• Two Healthcare options (traditional or HSA with employer contributions)
• Vision and dental benefits
• Market-competitive salaries & Annual bonus eligibility
• 401k plan with company contributions
• Free access to MetLife Legal Plans benefit
• Paid parental leave
• Company paid short-term and long-term
• Tuition Assistance program
• Casual dress environment
• , Equity and program with monthly activities and discussions
• Employee Referral Program
• Internal growth opportunities
• Complimentary onsite fitness center (Cleveland, OH employees)
• Parking / RTA subsidy (Cleveland, OH employees)
• Corporate discounts

Position Type and Expected Hours of Work:

• This is a full-time position. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5:00 p.m. EST but could flex within the hours of 8:00 am to 8:00 pm EST
• Occasionally be required to work at different times or days
• Occasional evening and weekend work may be required, based on business needs

Travel:

This position does not require travel.

Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.