Quality Auditor (Call Center)

Job Description

Are you a great communicator with strong writing skills? Do you excel at problem-solving and have experience in a call center environment? Do you take pride in providing outstanding customer service and resolving tough issues? If this describes you, then you may be a perfect fit as a Quality Auditor in our Client Services Group.

What you'll be doing...

As the Quality Auditor in our Seattle office, your main focus will be to monitor, evaluate and assist with phone calls made to the center. This includes both external customer calls, as well as internal departmental questions. You will also be responsible for providing feedback for our customer service agents and collaborating with trainers, supervisors and assistant managers in maintaining uniform operating procedures.

As an Auditor, you will :

• Resolve issues escalated by the phone agents, supervisors or other departments
• Answer internal calls from phone clerks on the Assist Queue line
• Create and maintain Standard Operating Procedures detailing auditor duties
• Perform Quality Assurance (QA) reviews on phone clerks on a monthly basis
• Maintain department / management handbooks with policy and procedure guidelines

Who you are...

Who we are...

Northwest Administrators, Inc. is an industry leader in third-party administration of employee benefits. We administer one of the largest multi-employer pension plans in the country, along with numerous large health and welfare plans. As part of our team, you will benefit from many training and development opportunities and can expect a better-than-market benefits package. See what our associates are saying about us at Northwest Administrators Inc. | Careers (nwadmin.com)

If hired, you can expect...

Equal Employment Opportunity

NWA is proud to be an Equal Employment Opportunity employer. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, physical or mental disability, marital status, amnesty, veteran status, citizenship, family medical history or genetic information or any other characteristic protected by local, state, or federal laws. NWA prohibits any discrimination or harassment based on any of these characteristics.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact Human Resources at HR@nwadmin.com to request accommodation.

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