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Quality Analyst - Sales - Cary

Company: MetLife
Location: Cary
Posted on: June 13, 2019

Job Description:

Job Location: United States--:--North Carolina : Cary Role Value Proposition:This position is responsible for conducting sales quality monitors, completing evaluations and providing timely and meaningful feedback to associates and management in regards to performance and quality standards. Performance standards include Risk and Compliance.-- The role is a subject matter expert (SME) with procedures, sales, monitoring of phone calls and calibration sessions. Key Responsibilities:Monitor sales consultant calls, complete monitor form evaluations following established guidelines for expectations with customer interactions, rate pursuit, underwriting guidelines, accurate information, sales and leads generationProcess Monitor Elevations as required following guidelinesEvaluate and improve business processes and agent performance Conduct training on QA guidelines and procedures for incoming new hiresAssist in identifying trends, root causes, and quality gaps from the analysis of agent and team dataParticipate in calibration sessions with sales management and business partners as a Subject Matter Expert. Participate in internal calibration sessionsRepresents GCS Enabling Services for Sales on project/initiatives as a team member and/or subject matter expertContinuously identify and implement improvement initiatives to achieve/maintain customer (internal & external) satisfactionPerforms other duties as assigned or requiredEssential Business Experience and Technical Skills:Subject Matter Expert in P&C products and functional teams with call center procedures, concepts, product provisions, contractual requirements and meeting or exceeding all quality goalsStrong interpersonal and communication skills, both oral and writtenExcellent listening skillsAbility to provide balanced feedbackAbility to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving work environmentAdapt easily to changesAbility to quickly learn and apply new concepts, processes and behaviorsAbility to build partnerships and work collaboratively within and across organizational boundariesAbility to identify trends and causes and recommend solutions to improve resultsStrong knowledge of Word, Excel and NICE Engage"At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers."MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.MetLife maintains a drug-free workplace.For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.Requisition: 109633

Keywords: MetLife, Cary , Quality Analyst - Sales - Cary, Professions , Cary, North Carolina

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