Note: The job is a remote job and is open to candidates in USA. Integrity is an independent distributor of life, health, and wealth insurance products with a strong insurtech focus. The Quality Assurance Analyst will monitor and analyze calls for compliance, evaluate and report agent performance, track quality metrics, and collaborate with the QA team to support team objectives.
Responsibilities
- Perform call monitoring and provide accurate analysis of calls using standardized analysis methods through Five 9 Virtual Observer evaluation software and client call platforms/databases
- Analyze calls for adherence and compliance with call center/vendor guidelines
- Grade and report on agent performance efficiently and accurately
- Use quality monitoring Five 9 Virtual Observer to compile and track performance
- Work effectively and cooperatively with the QA team to achieve team goals
- Perform other duties as assigned to support the needs of the team
Skills
- Bachelor's degree in related field for equivalent experience
- 0-2 years of related experience
- Consistent adherence to attendance requirements and demonstrated reliability
- Outstanding written, interpersonal, and analytical communication skills, including exceptional listening abilities
- Strong time management, multitasking skills, and adaptability in a dynamic work environment
- Proficient in Microsoft Excel, Google platforms, and general computer and internet technologies
- Proven commitment to customer service excellence and effective teamwork
- Call Center experience preferred, preferably in the Medicare or insurance Industry
Benefits
- Hybrid work arrangement
- Professional opportunities to accelerate your career
Company Overview
Company H1B Sponsorship