Sr. Client Support Specialist

Who We Are:
NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

We’re looking for a Quality Control Coordinator who will be responsible for the development, implementation, communication and maintenance of quality plan to bring the call center’s quality systems and policies into compliance with requirements.

Responsibilities:

• Promoting quality achievement and performance improvement throughout the call center.
• Develop, implement, communicate and maintain quality plans ensuring that objectives are achieved.
• Ensuring compliance with national standards and legislation.
• Agreeing standards and establishing clearly defined quality methods from staff to apply.
• Defining quality procedures in conjunction with operating staff.
• Setting up and maintaining controls and documentation procedures.
• Establishing standards of service for customers.
• Ensuring the execution of corrective action and compliance with customer’s specifications.
• Maintaining performance by gathering relevant data and producing statistical reports.
• Identifying relevant quality-related training needs and delivering training.
• Persuading reluctant staff to change their way of working to incorporate quality methods.
• Performing call monitoring audits for call center representatives.

What We Offer:

NFP is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

NFP and You… Better Together!

NFP is an inclusive Equal Employment Opportunity employer.