Senior Operations Analyst - Contact Center at Assurance
Sorry, this job was removed at 3:22 a.m. (PST) on Wednesday, March 9, 2022
About Assurance
Assurance IQ is a technology company headquartered in Seattle. We were acquired by Prudential (NYSE: PRU) to further the joint mission of improving financial wellness across the world.
Our team of world class software engineers, data scientists, and business professionals work every day to expand our product offerings and the reach of our platform. We simplify the complex world of insurance and financial services into straightforward, valuable solutions to improve people's lives. We start by asking customers a few questions, so our system can learn about their needs; from there, our ground-breaking, proprietary platform takes over and analyzes the thousands of data points that make customers unique. This is how we create custom-tailored plans for each customer; plans built precisely for their needs and budget. Our platform serves as the intersection between customer and seller, technology, and the human touch.
At Assurance, we are innovative, persevering, collaborative, calculated, and authentic, and we're working together to improve the lives of millions!
This role is primarily responsible for analyzing complex sets of data points while making decisions that have an immediate impact on thousands of users and millions of dollars in marketing, experience using SQL is a plus!
As a member of the Contact Operations team, you will work with every stakeholder at Assurance IQ including data science, engineering, sales, and marketing so confidence in your data, and decision making, is imperative.
The Contact Operations team is responsible for optimization of the proprietary Delta telephony platform, which manages millions of consumer interactions per day, experience with the platform is a plus!
Our team strategizes the entire journey of a customer’s experience with Assurance from the day they enter our ecosystem through them becoming a satisfied customer.
The Ideal Candidate Will Have:
- Attention to Detail: When determining where, and how, millions of calls are sent to our users the smallest discrepancy can be the key to unlocking huge gains in efficiency. You can look at data and see anomalies and make decisions based off your knowledge.
- Problem Solving and Curiosity: You identify problems and opportunities, can prioritize rigorously, and find solutions. You roll up your sleeves and get down to business. You can map out the 2nd and 3rd order effects and are not satisfied with what you find on the surface.
- Data oriented: SQL knowledge is desired - write SQL queries to collect, organize, analyze the vast amounts of data within our databases. You can also assess qualitative data to ensure team members have the insights required to make decisions.
- Communication: For both internal and external users, sharing information is a must. Whether it be for tools, processes, best practices, or features; you train others, educate others, and document every step of the way.
- Storytelling: You can articulate points that are compelling, articulate, and concise so you get buy-in to decide how/where to iterate. Plus, you write beautiful stories to go into developer sprints.
- Learning & Growth: You know that learning never stops. You are hungry to learn quickly and constantly.
- Experience: 5 years+ in Operations Analyst role or similar position.
Read Full Job Description
