At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.
We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Quality Monitor? Globe Life is looking for a Quality Monitor to join the team!
In this role, you will be responsible for the monitoring, training, and assisting in development of all new GCCS Agents and will provide feedback for continuing education to current agents. Utilizing auditing techniques, the QM will monitor and report the effectiveness of employee training to ensure that all Agents are properly equipped with the knowledge and tools that are necessary for their success. The QM must keep abreast of all new additions to our programs and changes within the company and/or department to aid in keeping the Agents up to date on all relevant information.
This is a hybrid position located in McKinney, TX (WFH Monday & Friday, In Office Tuesday-Thursday).
What You Will Do:
- Assist in the creation and maintenance of all auditing processes for the QM Team and GCCS Agents.
- Audit live and pre-recorded phone calls to identify training opportunities.
- Meet with managers and supervisors regularly to aid in pinpointing areas of training needs and opportunities.
- Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies.
- Assist in the creation and maintenance of all training materials for the GCCS Agents.
- Assist in conducting in-depth training for employees in their orientation period as well as continuing education for current employees.
- Conduct group and one-on-one coaching sessions as needed.
- Participate in user testing of all new application systems before implementation in the GCCS environment.
- May assist with taking/making calls as needed based on departmental call volumes.
What You Can Bring:
- High school diploma or equivalent.
- 2+ years of prior GCCS experience and/or combination of experience and education.
- Prior customer service experience.
- Prior experience in an insurance setting a plus.
- Must be familiar with the brands within the Globe Life And Accident Companies.
- Excellent oral and written communication skills with the ability to write clear and concise instructions and complete routine reports and correspondence.
- Excellent organizational skills.
- Proficient in MS Office and PC skills.
- Strong knowledge of the technical platforms the GCCS Agents utilizes.
- Ability to speak effectively before groups of employees.
- Must have the ability to give honest and productive feedback.
- Able to function independently in a multi-task environment, as well as part of a team.
- Strong planning and organizational skills.
- Proven presentation/facilitation skills.
Applicable To All Employees of Globe Life Family of Companies:
- Reliable and predictable attendance of your assigned shift.
- Ability to work full time and/or part time based on the position specifications.
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
- Competitive compensation designed to reflect your expertise and contribution.
- Comprehensive health, dental, and vision insurance plans because we believe that taking care of your well-being is fundamental to your performance.
- Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
- Wellness club reimbursements and gym discounts to help you stay on top of your health.
- Paid holidays and time off to support a healthy work-life balance.
- Development training programs to enhance your skills and career progression and unlock your full potential.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.