Quality Assurance Analyst - Medicare

About the role

Unified Health is seeking a licensed QA Analyst for a remote opportunity. 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, the Quality Assurance Specialist performs quality assessments on inbound, outbound calls, and other communication channels.

Responsibilities

• Review a high volume of calls 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

• Bilingual preferred, not required.
• 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.