Quality Assurance Specialist-Retiree Health Solutions-Temporary
About the role
The Quality Specialist ensures top-notch service through call monitoring and scoring. They utilize Alight’s recording software to assess sales and service delivery, enhancing agent performance. Responsibilities include call monitoring, feedback review, data analysis, training enhancements, and process improvement.
Responsibilities
- Maintain compliance with all Medicare CMS and Compliance regulations.
- Monitor and evaluate behaviors that support policies and guidelines such as the Code of Business Conduct, HIPAA, and Data Privacy.
- Work with internal teams to standardize training processes using call listening trends.
- Assess agent interactions based on company quality guidelines and maintain productivity standards.
- Attend and participate in training sessions to ensure consistency in processes.
- Monitor attainment of monthly variance goals set by management.
- Coach, train, and develop Sales & Service Center colleagues through detailed and accurate evaluation documentation.
- Assist Team Managers in delivering tough conversations with their agents.
- Assist Senior Quality Manager with maintenance of deliverables spreadsheets, including monthly monitoring assignments, call variance calibration results, and additional requests from leadership.
Requirements
- Enhanced (Subject Matter Expert) for Customer Service best practices, Insurance & Compliance processes, and Medicare (AHIP).
- Facilitate independently managing assignments within the schedule block, including multiple complex situations and/or projects.
- Demonstrate learning agility and ability to learn and interact with multiple call center systems and knowledge tools.
- Experience in quality coaching and delivering effective and timely colleague feedback.
- Experience in the Medicare insurance industry, telephone sales, and/or customer service environment.
Qualifications
Alight requires all virtual interviews to be conducted on video. Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.
Benefits
Alight offers a comprehensive benefits package, including a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
Pay
Pay Range: $45,760.00 USD
Schedule
Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law.