Quality Assurance Analyst - Medicare

Integrity · Sunrise, FL · Yesterday

Quality AssuranceFull-time

About the role

The Quality Assurance Specialist is responsible for the continuous improvement of quality assurance through the implementation of monitoring and evaluations of agents' calls and interactions. Under immediate supervision, performs quality assessments on inbound, outbound calls, and other communication channels. Monitors inbound and outbound calls to assess Broker's demeanor, technical accuracy, customer service performance, sales performance, CMS regulations, and conformity to company policies and procedures.

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

Requirements

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

Qualifications

Bilingual Preferred, not required

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.