Contact Center Quality Analyst jobs in Covington, KY

POSITION OVERVIEW

Global Atlantic Financial Group has an exciting opportunity for an Operations Intern to participate in our robust 10-week summer internship program. Through this experience, the intern will learn about preneed life insurance and annuity operations, customer service, business processes, and much more. This is a great opportunity for someone looking to learn through real work and hands on experience.

RESPONSIBILITIES:

• Exposure to the Operations organization and leadership learning about how Global Atlantic supports our policy holders
• Understands insurance products, procedures, and system capabilities
• Responds to inbound calls providing excellent customer service
• Documents telephone conversations and written communication into a computer database or tracking system maintaining accurate corresponding hard copy files where applicable
• Receives and resolves telephone inquiries within service standards
• Identify, communicate, and proactively work to solve problems or issues
• Accurately answer all consumer/customer questions regarding all Global Atlantic products and accurately articulate features, advantages, and benefits and understanding the variances by State 
• Investigates client request or complaints utilizing system and contract provisions to provide resolution within established administrative and compliance guidelines 
• Focuses on Global Atlantic’s long-term success by building strong (internal and external) customer relationships 
• Responsible for reporting to work at the start of scheduled shift and must be comfortable with having all calls recorded for quality assurance. 
• Provides a broad range of technical and operational support to clients and agents 
• Knowledgeable in using reporting tools and using good judgment when supplying reports to external customer and ensuring no breach in privacy
• Participation in team meetings and other cross functional groups is expected 
• Provides other duties as assigned by management
• Ad hoc projects related to process efficiency and optimization

QUALIFICATIONS:

• Pursuing a bachelor’s degree with a graduation date of December 2024 or May 2025
• Strong academic performance and campus involvement
• Strong attention to detail and a critical thinker
• Ability to learn new information quickly and efficiently
• Focus on teamwork and collaboration
• Strong written and verbal communication skills
• Excel and PowerPoint experience

This position is not eligible for visa candidates now or in the future.