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Customer Experience Quality Assurance Manager

EthosRemote US
Remote Full-time $103K/yr - $181K/yr

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Experience Level

Manager

Qualifications

Key qualifications for this role include:Proven experience in Quality Assurance and Training leadership within a customer service environment. Strong analytical skills with the ability to leverage data for decision-making. Excellent interpersonal and communication skills, capable of fostering collaboration across departments. Experience in managing complaints processes and implementing improvements based on feedback. Passion for continuous improvement and a commitment to delivering exceptional customer experiences.

About the job

About Ethos

Ethos is a pioneering life insurance technology firm dedicated to safeguarding families by democratizing access to life insurance and empowering agents at scale. Through our innovative three-sided technology platform, Ethos is revolutionizing the life insurance experience for consumers, agents, and carriers alike. We provide instant, accessible products and a seamless online process that eliminates the need for medical exams, requiring only a few health questions. By removing traditional barriers, we make it easier than ever for families to secure their futures. Ethos is redefining the future of life insurance transactions.

About the Role

As the Customer Experience Quality Assurance Manager, you will spearhead initiatives aimed at driving continuous improvement within our support organization. This role encompasses oversight of the Quality Assurance, Training, and Complaints Management functions, ensuring our teams are well-equipped to provide consistent, high-quality customer service. You will be responsible for developing and scaling processes that enhance performance, leading and supporting cross-functional teams, and ensuring that every complaint is handled with diligence, investigated for root causes, and transformed into actionable insights. Your leadership will play a crucial role in fostering a culture of accountability, learning, and service excellence.

About Ethos

Ethos is at the forefront of life insurance technology, driven by our mission to make life insurance accessible to all families. Our innovative platform streamlines the insurance process, ensuring that obtaining coverage is as simple and efficient as possible. Join us in transforming how life insurance is bought, sold, and underwritten.

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