Job Listings

Contact Center Auditor

3700 S. Stonebridge Dr. McKinney, Texas
Job number: 4259

Job Description:

Contact Center Auditor

Primary Duties & Responsibilities

The Agent Concierge Auditor is responsible for the auditing, training, and assisting in development of all new Concierge representatives and will provide continuing education to current representatives.  Utilizing auditing techniques, the Auditor will monitor and report the effectiveness of employee training to ensure that all representatives are properly equipped with the knowledge and tools that are necessary for their success.  The Auditor must keep abreast of all new additions to the program and changes within the company and/or department to aid in keeping the representatives up-to-date on all relevant information.

 

  • Assist in the creation and maintenance of all auditing processes for the Agent Concierge Team.
  • 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 Agent Concierge Team.
  • 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 Agent Concierge Team.
  • Assist with supervisor responsibilities as needed, including daily data imports, morning updates, pipeline management, and text message imports.
  • May assist with taking/making calls as needed based on departmental call volumes.

Required Skills

  • 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 Agent Concierge Team 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

Required Knowledge & Experience

  • High school diploma or equivalent.
  • 2+ years of prior Agent Concierge experience and/or combination of experience and education
  • Bachelor degree in Education, Business, Psychology, or Organization leadership, or combination of experience and education
  • Prior customer service experience
  • Prior experience in an insurance setting a plus

Location: 3700 S. Stonebridge Dr. McKinney, Texas

Apply Now

Current employees apply here.

Savings and Investment Plan (401K) - Eligible employees may begin participating in the plan on the first day of employment.

Pension Plan - Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)

Medical - Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.

Dental** and Vision - Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.

Flexible Spending Accounts (FSA) - Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.

Health Savings Accounts (HSA) - A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for many of the health care expenses not covered by your medical plan including deductibles and co-pays. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contribution to HSA ($4500 family, $2500 single plans)

Short-Term Disability - Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*

Group Life and Long-Term Disability** - Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.

Vacation and Paid Holidays - Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.

Education Assistance - The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.

Fitness Reimbursement - Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).

Supplemental Plans** - Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.
**Company paid benefit

Do I have to apply for every job that I am interested in? - Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.

Now that I've applied, what happens? - You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).

How do I get the contact information of the hiring manager for the job I am interested in? - It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.

I've been interviewed, what's next? - If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.

The Whole Globe

Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

SmileThe insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.