Insurance Services Office, Inc. Looking for Service Quality Supervisor at Lehi, UT  Full Time

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

Job Description

The Service Quality Supervisor is responsible for supervising a team of 4-8 Service Quality Coaches. You will be responsible for championing the service quality program across the entire Support Services team. This includes coordinating and reporting the activities of the team, as well as training, monitoring work, performance management, and team leadership. You will have responsibility to identify, interview, recruit, and train Service Quality Coaches as needed.

• Supervise and evaluate the monitoring of support chats and calls to assure Verisk customers are being provided a quality experience and receiving accurate information.
• Assist the team in maintaining a 5% evaluation rate, which may include completing evaluations yourself.
• Provide follow-up coaching to Service Quality Coaches on the evaluations they complete.

• Establish, document, and maintain effective team processes and procedures.

• Sustain ongoing training, pertinent product/workflow education, and motivational programs as necessary to the Service Quality team and to the entire Support Services Department.

• Train new Service Quality Coaches and coordinate training to be completed by other members of the team.

• Assist team with goals throughout the year and complete performance evaluations.

• Track and report team statistics.

• Cover team responsibilities and resolve escalated incidents and score appeals as necessary.

• Lead interviews and the onboarding process for new hires.

• Supervise and approve time reporting, resolve scheduling conflicts, and adjust shifts accordingly.

• Completes all responsibilities as outlined on annual Performance Plan.

• Completes all special projects and other duties as assigned.

• Must be able to perform duties with or without reasonable accommodation.

Qualifications

• High school diploma required; some college coursework preferred

• Knowledge of Verisk Property Estimating Solutions products and methodologies preferred

• Strong computer/Internet skills and proficiency with MS Office products

• Effective time management skills, including the proven ability to manage projects with tight deadlines

• Experience in a customer support environment, preferably in a high-tech setting

• Excellent communication skills, both written and verbal

• Excellent management/leadership skills with a minimum of 2 years of direct supervisory experience

• Excellent customer service skills

• Demonstrable conflict resolution skills

• Ability to perform several tasks concurrently with ease and professionalism

• Ability to lead a team and contribute to its strength and cohesiveness

• Ability to effectively coach and inspire team members to make necessary improvements

• Proficient in Customer Relationship Management tools

• Professional appearance, demeanor, and a strong commitment to excellence

Additional Information

In 2022, Verisk received Great Place to Work Certification for our outstanding workplace culture for the sixth year in a row and second-time certification in the UK, Spain, and India. We’re also one of the 38 companies on the UK’s Best Workplaces list and one of 18 companies on Spain’s Best Workplaces list.

For over fifty years and through innovation, interpretation, and professional insight, Verisk has replaced uncertainty with precision to unlock opportunities that deliver significant and demonstrable impact. From our historic roots in risk assessment, we’ve grown to provide analytic insights that help transform industries focused on some of the world’s most critical areas.Today, the insurance industry relies on Verisk to be, and to make the world, more productive, resilient, and sustainable.

Verisk works in collaboration with our customers and at the intersection of people, data, and advanced technologies. Through proprietary platformed analytics, advanced modeling, and interpretation, we deliver immediate and sustained value to our customers and through them, to the individuals and societies they serve, with greater speed, precision, and scale.

We’re 9,000 people strong, committed to translating big data into big ideas. We help others see new possibilities and empower certainty into big decisions that impact individuals and societies. And we relentlessly and ethically pursue innovation to help move our customers, and the world, toward better tomorrows.

Everyone at Verisk-from our chief executive officer to our newest employee-is guided by The Verisk Way, to Be Remarkable, Add Value, and Innovate.
* Be Remarkable by doing something better each day in service to our customers and each other
* Add Value by delivering immediate and sustained results that drive positive outcomes
* Innovate by redefining what’s possible, embracing challenges, and pushing boundaries

Verisk Businesses

– provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

– supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

– offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

– provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

– provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

– delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

– offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

– provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career.We have received the Great Place to Work Certification for the7th consecutive year. We’ve been recognized byForbesas a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce.supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran’s status, age or disability.

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.