Job Responsibilities:
- Lead and run the day-to-day efforts of a team to perform quality audits and coach analysts for Benefit (Claim) Adjudication, Resolution of Customer Escalations, Outbound Calls, Chat and Email all while ensuring to meet client SLAs/SOPs.
- Engage and facilitate the use of quality platform and related processes to ensure accurate quality measurement of analysts and behaviors. Work with both internal and external teams to improve analyst behavior as well as the platform to gain better quality results.
- Address quality findings through coaching and feedback sessions to support the Benefits and Resolution Services team.
- Lead, coordinate, and attend client call calibration session as well as client audits. Develop and maintain meaningful relationships to gain trust, value, and integrity with clients. Assure that all supporting documentation is prepared and ready for audits.
- Use performance trends and patterns to make impactful training recommendations and create an effective training strategy that results in improved quality.
- Suggest, initiate, and lead or coordinate projects in conjunction with other functional areas or subject matter leaders to address specific client quality issues during the course of running our clients’ programs.
- Coordinate with the trainer in the efforts to develop, maintain and deliver new employee training, refresher training, and as well specific behavior refresher training as identified for all audited functions to include Benefit (Claim) Adjudication and Resolution of Customer Escalations groups:
- Develop educational material, such as digital presentations, how-to manuals, and instructional videos.
- Coordinates and conducts training for new hires and department transfers; conducts certification/testing/nesting and all training follow-ups.
- Lead internal coordination efforts related of clients’ program set up and change management including updates to internal systems, internal knowledge training, and overall implementation of quality program.
- Lead and coordinate the efforts of implementation of new clients on to the quality platform and team’s support. Lead the development of any additional audited functions as identified.
- Use customer survey responses to address training and see opportunities to enhance the customer or colleague experience or production/process needs. Assist in survey production if needed.
- Surveil day-to day customer transactions/processes. See opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process breaks. Maintain job aids for day-to-day surveillance processes. Provide recommendations for policy and procedure changes that may enhance service productivity or the customer experience.
- Provide leadership and support to personnel in a fast-paced and constantly changing work environment.
- Provide strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and partnership.
- Occasionally when needed conduct quality audits for Benefit and Resolution Services team members that includes benefit adjudication, issue management, chat, email, and call handling.
- Occasionally when needed conduct training classes for new hire, refresher and behavior refresher training.
- Additional projects as assigned.
- Occasional travel.
Required Experience:
- A minimum of 3 to 5 plus years management experience in a quality, customer contact center, debt cancellation, or credit card business segment strongly preferred.
- Experience as a Contact Center Rep (knowledge of processes, metrics, roles)
- Exceptional interpersonal skills capable of interacting with senior officers of clients, cultivating strong relationships and demonstrating those relationships with our customers, their employees, and other third parties to the company’s long term benefit.
- Communicates effectively and persuasively, both verbally and in writing.
- Strong presentation/facilitation skills.
- Must be proficient with technology and able to fully utilize Microsoft Office products including Excel, Word, Power Point, and Outlook (Microsoft skills and knowledge are critical for this position; candidates will be tested for proficiency).
- Manages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills.
- Ability to work independently as well as with teams to meet deadlines.
- Ability to provide effective feedback during one-on-one coaching.
Preferred Experience:
- Bilingual in Spanish.
- 1 + years of training experience, preferably in a contact center environment.
- Prior project management experience.
- Learning Management Software (LMS).
Education:
- Bachelor’s degree (BA or BS) from a four-year college or university preferred.
How we support our colleagues
In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work… and we are all for it. We call this Smart Working!
Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.
Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.
Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply.
We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
The salary range for this position is $76,000 to $90,000 annually. The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location.
We Offer You
Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon’s discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.
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