Customer Assurance Lead

Job Summary

Providing support to the Customer Assurance Supervisor, the full-time salaried Customer Assurance Lead will conduct quality assurance and training for Customer Assurance Specialists, assist in processing escalated claims, and ensure high-quality customer service in a remote environment.

Key responsibilities

• Conduct quality assurance audits and provide training to new employees on case processing procedures
• Monitor team metrics and offer recommendations for resolving outstanding customer inquiries
• Manage communications with customers and other departments to ensure timely resolutions of issues

Required qualifications

• High school diploma or equivalent
• Customer service experience required
• Leadership and coaching skills
• Proficient in Office Suite, including Outlook, Word, Excel, and Teams
• Ability to communicate effectively and empathetically with customers