Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.
Focused on enhancing the overall customer experience across service and sales interactions. This role will be instrumental in identifying quality gaps, analyzing service performance, conducting audits, and implementing solutions that drive improvements in customer satisfaction and operational excellence—not just in Retention, but across the broader organization. Ideal candidates will have a background in contact center or claims environments, strong quality assurance experience, and a passion for process improvement and customer-centric outcomes.
Key Responsibilities:
- Conducts audits and quality evaluations of customer interactions (calls, processes, file handling) for service excellence, compliance, and procedural accuracy.
- Evaluates impact of errors on the end-to-end customer journey and collaborates on service recovery improvements.
- Leads benchmark audits and targeted reviews to identify performance trends, customer pain points, and systemic gaps.
- Recommends actionable solutions to leadership based on audit results, root cause analysis, and KPI trends.
- Partners with cross-functional leadership teams to define audit scopes and ensure alignment with business goals.
- Facilitates calibration sessions and audit result debriefs with local and national leaders to ensure accuracy and consistency in quality expectations.
- Develops and communicates audit summary reports; presents findings with strategic insights and recommendations.
- Supports ongoing performance coaching by identifying developmental opportunities and aiding supervisors with feedback mechanisms.
- Provides support and education to frontline teams and leadership on quality standards and improvement initiatives.
- Collaborates with Training to integrate findings into new hire and continuous learning programs.
- Delivers updates and consults across departments to support a unified approach to quality, customer experience, and operational compliance.
- Trains new quality team members and serves as a mentor or peer reviewer as needed.
- Supports enterprise-wide quality initiatives and compliance audits.
- Leads or supports continuous improvement projects using Lean Six Sigma methodologies (Green Belt or higher required).
- Participates in PGCA cycle improvement processes to identify, test, and implement solutions.
Requirements
Qualifications:
- 3–5 years of experience in a contact center, insurance, customer experience, or claims environment.
- Full English proficiency
- Previous experience in quality assurance, performance coaching, team leadership, or supervisory roles strongly preferred.
- High school diploma or equivalent required; bachelor’s degree preferred.
- Lean Six Sigma Green Belt certification required (or equivalent process improvement certification).
- Demonstrated experience with root cause analysis, reporting, KPI monitoring (e.g., AHT, FCR, CSAT), and quality scorecards.
- Deep understanding of customer experience (Cx) principles and quality assurance best practices.
Key Skills & Tools:
- Strong analytical and problem-solving capabilities
- Ability to identify trends and provide insights based on qualitative and quantitative data
- Excellent verbal and written communication skills
- Knowledge of audit methodologies and regulatory compliance in the insurance or financial sectors
- Intermediate to advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Experience with call monitoring systems, quality management platforms, and reporting dashboards
- Familiarity with contact center technology and customer journey mapping
- PGCA cycle
Benefits
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.
https://www.capgemini.com/us-en/about-us/who-we-are/
