JOB REQUIREMENTS: Service Quality Analyst Job Locations US-WI-Merrill \|US-WI-Wausau \| US-WI-Madison \| US-WI-Milwaukee \| US-PA-MechanicsburgID 20243312 Category Customer Service/Support Type Regular Full-TimeIntroduction Looking to join a vibrant organization that makes adifference? At Church Mutual, we Stand for Good: Our work is powerful,inspiring and meaningful because we serve those who serve others. Wespecialize in insuring purpose-driven organizations, leading the way inmarkets that include nonprofit and human services organizations,religious institutions of all denominations, schools, senior livingcommunities, and camps and outdoor recreation facilities. We foster aworkplace where all employees are treated with dignity and respect.Diversity, inclusion and belonging are woven into the fabric of ourcompany through our customers, employees, leadership, businessrelationships and outreach programs. What you\'ll be doing: As part ofthe Service team, responsible for quality monitoring and tracking to aidin identifying customer service trends and evaluate quality of servicedelivered. Use multiple research approaches to gather customer feedbackinformation about Service team performance and customer servicedelivery. Continuously collect data to inform and educate Service andorganizational leaders about customer perceptions and the patterns ofchange. Communicate ongoing training needs, identified throughmonitoring, to Service team leadership. On any given day, you\'ll: *Monitors service agent phone calls and/or written correspondence andscores according to organizational guidelines. * As part of the Serviceteam, provides support to both management and staff as needed. *Provides coaching recommendations and support to the management team,skilled in coaching methods, and delivery in a respectful manner. *Maintains quality assurance scores in the appropriate quality assuranceapplication. * Functions as a liaison between the customer and Serviceteam operations, in regards to policy and procedure adherence. *Interacts with key personnel to assess operational performance andidentify opportunities for improvement. * Identify service improvementpriorities and guide resource allocation decisions. * Disclose theimpact of service quality initiatives and investments. Offerperformance-based data to reward excellent service delivery and correctpoor service delivery. Supports corporate projects and specialinitiatives. * Actively participates in other projects as assigned bymanagement. * Serve as a mentor and coach in a respectful manner fornew team members during and directly following the training process....For full info follow application link. Church Mutual is an equalopportunity employer. All qualified applicants will receiveconsideration for employment without regard to race, color, religion,sex, sexual orientation, gender identity, national origin, veteran ordisability status. ***** APPLICATION INSTRUCTIONS: Apply Online:ipc.us/t/339362F359B2474B