Job Summary

The Platform Success Manager, Training & QA role involves systematically monitoring and evaluating customer interactions—such as calls, emails, and chats—to ensure service quality, compliance, and consistency with company standards. PSQA Managers analyze performance metrics, provide constructive feedback to improve agent skills, and identify trends to reduce customer churn.

Responsibilities

• Training & Onboarding: Assisting in the training and development of new hires.
• Performance analysis: Scoring daily agent interactions and analyzing customer service metrics like CSAT (Customer Satisfaction) and FRT (First Response Time) to identify areas for improvement.
• Interaction monitoring: Auditing support interactions (voice, email, chat) to assess quality against defined benchmarks, such as tone, accuracy, and efficiency.
• Coaching & development: Providing actionable feedback and collaborating with Floor Supervisor to address performance gaps.
• Process improvement: Identifying inefficiencies in support workflows and contributing to the development of better service standards.
• Compliance & documentation: Ensuring customer interactions are accurately recorded and adhere to contractual obligations.
• Resource development: Developing training and job resources to support daily operations and onboarding.
• Attending nationwide Partner Events to promote the IntegrityCONNECT Product Suite.
• Other duties as assigned by leader.

Position Requirements (Knowledge, Skills, and Abilities)

• Proficient knowledge of industry compliance regulations
• Knowledge of and ability to analyze customer success industry standard SLAs/KPIs
• Excellently skilled with communication (written and verbal)
• Proficiently skilled in coaching and training rapidly growing teams
• Ability to think analytically with strong attention to detail
• Ability to mentor, coach and train team of specialists
• Ability to support the development of products through meaningful and quantifiable user feedback

Experience

• 5+ years in a customer success role
• 2+ years training or coaching a team of 3 or more

Education

• High School Diploma or GED required
• Bachelor’s degree in related field preferred

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. 

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.