Call Center Quality Analyst resume example

Monitored HII's network of insurance agencies to ensure proper sales practices were being used, ensuring compliance with guidelines set in place by insurance carriers and the regulations of each state.

Aided in the design of training materials, implementation of corrective action plans and ongoing monitoring of sales partners under disciplinary review. Serving as a key liaison and effectively communicating results between the Insurance Agencies, Sales and internal Compliance.• Developing performance plans for select insurance agencies to ensure acceptable sales practices and compliance with both carrier guidelines and regulatory compliance in all states.• Conducting ongoing sales practice review of select insurance agencies and communicates results to HII sales and legal team members.• Partnering and collaborating with the Sales Trainer to ensure accuracy, proper focus and timely communication of review results.• Managing internal and external secret shopping efforts and develops and implements reporting dashboards to effectively communicate results of monitoring plans in place to compliance and sales on select insurance agencies.• Managing review of sales calls for insurance agencies as needed.• Develop individual compliance plans for agents that are under disciplinary review.