Quality Assurance Analyst – Medicare

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Execute monitoring and evaluations of agents' calls and interactions to enhance quality assurance continuously.

• Conduct quality assessments on both inbound and outbound calls, as well as other communication channels.

• Observe calls to evaluate broker demeanor, technical accuracy, customer service, sales performance, CMS regulations, and adherence to company policies.

• Review a substantial volume of calls to uphold and advance internal support and call service quality standards.

• Lead quality initiatives by implementing quality management policies and procedures.

• Assess skills such as script adherence, product knowledge, sales, serviceability, greeting, active listening, etiquette, objection handling, efficiency, courteous call closing, and compliance with CMS Guidelines.

• Offer feedback and coaching opportunities through evaluations.

• Maintain audit reporting and collaborate with carrier partners to ensure compliance.

• Relay call-monitoring concerns and issues to management.

• Address carrier requests for call monitoring and member support.

• Aid in the ongoing audit and revision of quality management scoring models.

• Guarantee that the Internal Sales Center aligns with and adheres to company and industry policies and procedures.

• Develop responses to member and carrier escalations.

• Perform additional duties as assigned.

⛳️ Requirements

• Licensed QA Analyst.

• Required knowledge of Medicare.

• Bilingual preferred but not mandatory.

• Capability to uphold the highest level of confidentiality.

• Strong communication skills.

• Familiarity with Microsoft Office.

• Proactive self-starter with keen attention to detail.

• Ability to concentrate entirely on listening to calls, understanding the messages, comprehending the information, and translating knowledge into QA practices.

🏝️ Benefits

• Competitive compensation package.

• Benefits for employees and their families.

• Professional growth opportunities and career advancement.

• Reasonable accommodations for qualified individuals with disabilities.