Contact Center Quality Analyst, Sr. jobs in Houston, TX

At U.S. LawShield our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected communities of responsible self-defenders who have the peace of mind to live their lives confidently. Our company was established in 2009. After initially launching in Texas as Texas LawShield®, the demand for services developed well beyond state lines. Our coverage began to expand across the United States, which is when we became U.S. LawShield.

Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey. Ready to join our driven and talented individuals who care about protecting the rights of responsible self-defenders?

The Quality Assurance Analyst is expected to coach and build contact center professionals to provide world-class customer service experiences to our members. This development of contact center representatives will ensure that we can provide easy and simple customer service, establishing deeply loyal relationships between our members and customers, and our business. 

The QA Analyst engages in productive teamwork and is experienced in providing constructive feedback to team members and peers, handling varying workloads, and helping establish strong teams. In this role you will own tasks from start to finish, as well as find ways to constantly improve yourself and others. In addition, you will look for ways to improve efficiency, understand how to build a rapport with customers and team members, and are comfortable explaining our Legal Defense for Self-Defense program.

As the primary point of review for our customer service teams, this position is responsible for helping us provide an unforgettable customer experience via inbound and outbound phone, email, chat, and social media channels.

Apply if you have/are:

• 1 year of experience as a Quality Assurance Analyst in a contact center environment required (2 years of experience preferred)
• Background in contact center roles, responsibilities, and operational execution
• Exceptional organization and time management skills
• Ability to maintain close attention to detail and accuracy
• Experience building rapport and offering individualized coaching tips to various personality types
• Familiarity with contact center service and selling techniques
• Proficient computer skills with the ability to learn new software
• Possess a current Property and Casualty Insurance License or can attain one
• Tracking and documentation of Community Care Center representative activities
• Reporting on results and performance of representatives to contact center leadership
• Coaching and development of contact center representatives to improve member and customer experience

• Listen to phone calls and review email, chat, and social media messaging (English) to ensure advisors are providing accurate information and building deeply loyal relationships between members and the brand
• Provide positive, constructive coaching and feedback that strengthens the advisor’s abilities to explain products and services in both recorded and real-time environments
• Score and review advisor performance on both relationship-building and process execution
• Provide differentiated feedback for various advisor groups, such as retention, acquisition, and service
• Establish and keep professional development plans and schedules
• Coach, mentor, and train teammates
• Inform advisors and leadership on necessary recursive training based on observations
• Create and contribute to a climate of teamwork and mission-focused task executio
• Demonstrate the values of U.S. LawShield
• Perform other related duties as assigned

• Salary of $54,000 - $57,000, commensurate with experience
• Bonus of up to 10% of annual salary paid out quarterly
• Insurance options include medical, dental, vision, disability, and life
• 401k available on day 1
• PTO beginning at 15 days per year and accruing with additional tenure
• 12 Paid Holidays
• Complimentary U.S. LawShield membership
• Employee Assistance Program (EAP) with travel protection, counseling, and medical bill-saver program
• A laptop to be used for all work-related business
• Top performers are considered for advancement opportunities
• Yearly travel opportunities for our company-wide meetings if not based in Houston
• Join the nation’s largest legal defense for self-defense organization