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. The Quality Assurance Analyst will monitor and evaluate agent calls and other interactions, assess compliance and service quality, provide coaching, maintain audit reporting, and support continuous improvement of quality management practices.
Responsibilities
- Review a high volume of calls, in order to maintain and develop internal support and call service quality standards
- Direct quality initiatives by requiring adherence to quality management policies and procedures
- Verify results by measuring skills in the use of scripts, product knowledge, sales, serviceability, greeting, active listening, etiquette, objection handling, efficiency, and courteous close of the call, CMS Guidelines
- Provide feedback and coaching opportunities through evaluations
- Maintain audit reporting and act as liaison with carrier partners to ensure proper actions are taken to obtain compliance
- Communicate concerns and/or issues based on information acquired through call listening to management
- Respond to carrier requests for call monitoring and member support
- Assist with continuous audit and revision of quality management scoring models
- Assure the Internal Sales Center is aligned and compliant with the company's and industry policies and procedures and present recommendations when necessary
- Formulate responses to member and carrier escalations
- Other duties as assigned
Skills
- Medicare knowledge required
- Ability to maintain the highest level of confidentiality
- Proficient communication skills
- Knowledge of Microsoft Office
- Proactive self-starter with attention to detail
- Ability to focus completely on listening to calls, understanding the message, comprehending the information, and transferring knowledge into QA practices
- Bilingual Preferred, not required
Benefits
- Remote opportunity
- Competitive compensation package, including benefits that make work more fun and give you and your family peace of mind
- Professional opportunities to accelerate your career
- Support from the company daily
Company Overview
Company H1B Sponsorship