Quality Operations Senior Supervisor

At Fireman's Fund, you’re building a challenging career at the same time as bringing a sense of stability to people's lives. You’re also contributing to our success and our reputation as a leader in the field with your skills and expertise. For this you are appreciated, acknowledged, and rewarded. We believe that if you hold on to great people, everyone wins. Just more proof that a career with Fireman’s Fund isn't just a good idea. It's a smart move.



Responsibilities:Provide direct supervision to a team of quality analysts;Act as a coach & mentor to team members, Service Center employees, and site management;Analyze quality results in order to identify trends. Recommend solutions for process and/or performance improvement as necessary;Maintain a solid focus on continued personal development (e.g., attend continuing education and other courses as offered by FFIC, etc.) and foster the same in the team;Responsible for the implementation and maintenance of the company quality system;Participate in interviewing and recommending new hires for the team;Identify and implement new techniques to improve effectiveness and efficiencies of the Quality Services team;Direct development and maintenance of quality guidelines, policies and procedures;Assess industry and marketplace for quality management best practices and tools;Provide objective view of performance concerns;Foster a diverse, positive work environment where individual and group successes are encouraged and celebrated; andPerform other specific duties and projects assigned by the Director of Quality Services.





Requirements:

Effective leadership, coaching and people development skills; Analytical skills to assess operational trends and develop solutions/improvements in support of business objectives;Excellent communications and interpersonal skills;Thorough knowledge of company policies, procedures, structure, workflow, and systems;Strong customer service skills (effective telephone, correspondence, and negotiation skills) are required;Excellent organizational skills including time management, prioritization and attention to detail;Ability to self-start, take initiative, and act upon decisions;High degree of flexibility and adaptability; Must have strong attention to detail and the ability to master new technologies quickly;3-5 years of leadership experience within a customer service environment; andAbility to Travel as necessary.



More information about Fireman's Fund, our privacy policy, and our relationship with Allianz Group can be found at www.firemansfund.jobs An equal opportunity employer.Education: HS diploma (or equivalent work experience)Job Level: 3-5 years