Audited new FNOL Auto glass, Auto, property, and existing claim status from recorded calls taken by inbound Rep's to ensure proper claim handling, customer service, and compliance. Documented coaching opportunities and positive feedback to be served to the representative by their supervisor. Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues. Alerted appropriate management regarding escalated coachings. Located and provided a summarization of calls and claim handling to clients, management, and other inquirers for calls that were requested to be analyzed. Collaborated with other departments in the organization to resolve customer complaints quickly and efficiently. Collaborated with management to discuss plans for resolving major quality problems. Processed high-volume workflows for quality and accuracy. Identified improvements that can be made in terms of product quality. Researched quality issues to report compliance. Investigated disputed records for accuracy and compliance. Fostered analytical thinking and precision to diagnose quality issues. Prioritized backlog of errors and features to keep processes running smoothly. Prepared and presented detailed reports on quality metrics, trends, and improvement initiatives to management and clients. Assisted in the training of new Customer Service Rep's on quality standards, expectations, software, best practices, protocols, and answered questions in a training class environment. Assisted the Training Department with serving call audits and coachings. Answered inbound calls from insureds, claimants, agents, adjusters, adverse carriers, repair facilities, medical providers, and contractors filing new claims, and following up on existing glass claims as needed per call center volume. Made outbound calls to insureds to complete claims and scheduled service for repairs and Road-Side assistance as needed. Assisted in various administrative duties as needed.