Job Abstract

Are you an individual driven by a passion for quality standards and comfortable providing constructive feedback and coaching to optimize performance? Are you an initiative-taker fueled by collaboration and adept at operating across the company with business partners, key stakeholders, and leadership at all levels?

If so, Guardian is seeking an ASM Quality & Performance Coach (QPC) to join our team. This role is responsible for executing quality programs and coaching that facilitates high service levels to provide an exceptional customer experience.

The QPC must be proficient in business rules and requirements at Guardian and be accountable for providing trends/data analysis and identifying opportunities to optimize the quality program and associated practices.  You will make recommendations for enhancements that will drive continuous improvements within the channels of email, phone calls, and chat functionality.

This role requires significant root cause analysis and the ability to deliver recommendations that will benefit the end-to-end customer experience. The QPC creates a collaborative environment and utilizes the experience and perspective of those around them to optimize the insights from others on the ASM Learning & Quality Team.

You will:

• Conduct and deliver audits of business processes and overall customer experience.
• Effectively communicate, coach, mentor and deliver training to associates.
• Build trust and confidence by exhibiting subject matter expertise and strong people skills.
• Collaborate with business partners and outline operational excellence opportunities with quality data/findings, provide recommendations, and partner with all appropriate areas on process improvements.
• Document, catalog, and maintain all audit protocols to deliver high-quality reviews.
• Create presentations to share all process audit results with various audiences across varying lines of business and business partners. 

• Function as the quality data source and technical expert for projects and initiatives.

You have

• Bachelor’s Degree preferred. Equivalent work experience will be considered.
• 5+ years of Quality, Service, or Client Management experience.
• An interest in developing people through learning, coaching and mentoring activities.
• Knowledge of Group Benefits products and services - Guardian (or similar company).
• An understanding of Guardian (or similar company) sales organization and drivers of sales performance.
• Decision-making skills, including critical thinking, problem-solving and time management.
• Ability to work independently and within a highly collaborative team environment.
• Proficiency in Guardian operating systems and any updates that may impact the varying products or processes.
• The ability to accelerate impact, lead change and implement new ideas.
• Excellent technical skills with knowledge of MS Word/Excel/PPT.
• Demonstrated professional communication skills (i.e. verbal, written, presentation and listening). 
• Experience in soft skills coaching techniques is a plus.

Reporting Relationships

The ASM Quality & Performance Coach reports to the Manager, ASM Learning and Quality.

Location and Travel

• The primary location for this position is remote but can also be on-campus full time or hybrid in Bethlehem, Pennsylvania.
• Up to 10% travel for this position

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.

• Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits

• Dental plan

• Vision plan

• Health care accounts – flexible spending, health reimbursement, and health savings accounts

• Critical illness insurance

• Company-paid Life and Disability insurance plus voluntary supplemental coverage

• Accident insurance

• 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable

• Complimentary 1:1 financial guidance with a licensed Fidelity representative

• Flexible work arrangements (part in-person/part remote)

• Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement

• Personal holidays for colleagues to use in recognition of religious, cultural, or civic days

• Paid parental leave and paid family and medical leave policies

• Emotional well-being, mental health, and work/life resources powered by Spring Health

• Wellness programs, including fitness program and equipment reimbursement

• Child, adult, and elder back-up care support through Bright Horizons

• Adoption assistance

• College planning

• Tuition reimbursement

• Student loan assistance

• Commuter benefits in select metropolitan areas

Opportunities to build inclusive and meaningful connections through involvement in colleague-led affinity groups:

• Employee Resource Groups:

• Colleague Connection Committees

• Community Involvement Committees

A culture that encourages colleagues to bring their authentic selves to work

• Voluntary self-ID

• Pronunciation and phonetic spelling of names

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.