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Quality Manager

Boston, MABoston Customer Solutions CenterBoston Customer Solutions Center

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Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

We are seeking an innovative and detail-oriented individual to join our Customer Solutions Center (CSC) leadership team! The Customer Solutions Center is the sales and service department at Simply Business - striving to provide a great experience to all current and future customers!  

This role will oversee the quality, learning, and sales support organization within the CSC. Reporting to the Director of the CSC, this individual will work across the sales and service organization to coach team members around compliance, process, and sales best practices. In addition to their quality responsibilities, they will oversee the sales support and training function (within the CSC) and in partnership with their peers, define learning gaps and implement solutions.

As a Quality Manager you will:

  • Be responsible for the strategic direction, execution, and day to day oversight of the CSC Quality and Sales Support teams 
  • Oversee the development of key metrics and performance indicators to measure overall performance and provide foundation for continuous improvement for quality as it relates to sales and service
  • Lead, coach, and develop a team of Quality, Sales Support, and Training individuals in order to drive effectiveness and engagement 
  • As a member of the CSC leadership team, partner with wider CSC Leadership, Finance, and People teams to influence the overall strategy and business performance of the CSC 
  • Liaise with Insurance Product, Legal, and Compliance to stay abreast to regulatory or product changes that will impact the CSC and work to deploy changes within CSC 
  • Proactively and swiftly identify areas of opportunity and implement strategies to close those gaps:  Inclusive of knowledge gaps, compliance related matters, process efficiencies, automation needs, etc. 
  • Effectively balance the need for strong quality against a culture of performance enabling our sales and service teams to do what is best for our customers and business 
  • Understand property casualty insurance environment and/or highly regulated environment and can learn (P&C experience is a huge benefit)
  • Thrive in a player/coach setting where you will need to effectively balance the strategic focus against business execution Detail oriented as this is going to be a player/coach 
  • Build, refine, and oversee oversee a quality program for both sales and service environment (phone and administrative functions) 
  • Be technically proficient in looking for ways to automate/ leverage AI / automation to oversee quality audits 
  • With the help of a Trainer and our centralized Learning & Development team, develop a new hire and continuous training program to ensure our staff has the knowledge they need to be successful 

What we are looking for:

  • At least 3+ years leadership or equivalent experience, preferably in a quality or contact center environment
  • Experience working in a highly regulated environment
  • Ability to influence at both the peer and senior leadership level
  • Excellent understanding of quality management strategies, tactics, etc. 
  • Experience of developing a customer-focused culture that delivers for customers, employees, and the business
  • Experience building strong cross-functional relationships to deliver meaningful business outcomes 
  • Demonstrated ability to make thoughtful yet quick decisions Strong attention to detail and roll your sleeves up attitude 
  • The ability to challenge us! We want people who can come in and shape the future of this business and not be afraid to raise questions and help us improve
What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on commuting costs
• 25 days of vacation time plus 10 company holidays
• Annual company trip, regular outings, and volunteer opportunities 
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/ 

A brief update on Covid-19 (coronavirus)

Simply Business is well prepared to deal with unprecedented events. We’re an agile business by nature – and our hiring and interview process is no exception. Due to the Covid-19 pandemic, some parts of our hiring process may take a little longer than usual.  Please bear with us, and rest assured that we're happy to hear from you and receive your application.

If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected] Similarly, please email us if you’re not well, you’re self-isolating, or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one below.
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6th Floor99 Gresham StreetLondonEC2V 7NG

Sol House29 St Katherine's StreetNorthamptonNN1 2QZ

© Copyright 2020 Simply Business. All Rights Reserved. Simply Business is a trading name of Xbridge Limited which is authorised and regulated by the Financial Conduct Authority (Financial Services Registration No: 313348). Xbridge Limited (No: 3967717) has its registered office at 6th Floor, 99 Gresham Street, London, EC2V 7NG.