HealthCare, Inc. Call Center Quality Assurance Specialist (Remote-US) in United States
Are you a self-starter with strong attention to detail? Do you have a knack for auditing and process improvement? If this sounds like you, then we’d love to hear from you!
Healthcare.com is seeking a Quality Management Assistant to support our growing Sales Center! In this role, you will be responsible for working with the Inside Sales Center Operations staff in performing a training gap analysis and conducting quality assessments to ensure optimal performance and policy adherence. Additionally, you will present trending results to management with recommendations for agent performance as well as process improvement.
About the Company
Founded in 2014, HealthCare.com is a privately-owned company whose mission is to help consumers make better healthcare decisions. We’re focused on improving how people shop for and enroll in health insurance coverage through data, content, and superior customer service. Our mission is to empower individuals, families, and small businesses by providing information and recommendations. We have an elite team of over 160 teammates in Miami, Indianapolis, New York City, Guatemala City, and distributed around the globe.
What You’ll Do:
Review a high volume of calls, emails, and chats 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; developing new models; implementing changes
Verify results by measuring skills in the use of scripts, product knowledge, sales, serviceability, greeting, diction, active listening, etiquette, objection handling, efficiency, and courteous close of the call
Provide feedback and coaching opportunities through evaluations
Maintain audit reporting and act as liaison with business partners to ensure proper actions are taken to obtain compliance
Communicate concerns and/or issues based on information acquired through call listening to management
Conduct weekly calibration meetings
Assist with continuous audit and revision of quality management scoring models
Assure the Internal Sales Center is aligned and compliant with the company's policies and procedures and present recommendations when necessary
Other duties as assigned
What You Have:
Bachelors degree preferred
2+ years of experience in call center operations
1+ years of experience in quality management or auditing, preferably in insurance
Previous healthcare/insurance industry experience
Excellent verbal, written and interpersonal communication skills
Exceptional listening and analytical skills
Able to carry out responsibilities with little to no supervision
Solid time management skills
Previous experience working with Five9
Google Suite experience preferred
Medicare/CMS guidelines experience preferred
Who You Are:
A team player
Able to adapt quickly to change
Medical, dental, and vision with 100% company paid premiums for the employee
Up to 15 days of paid time off
10 company observed holidays with an additional 3 floating holidays
Annual learning and development stipend
8 weeks of paid parental leave
401k plan with company match
Most importantly, an inclusive company culture established by an incredible team!
Get to Know Us!
We celebrate diversity, and we’re committed to providing an inclusive work environment. This means our hiring and employment decisions are based on qualifications, merit, and business need.
We’re proud to be an equal opportunity employer.
If you need assistance or an accommodation due to a disability, please contact us at firstname.lastname@example.org.
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