Quality Assurance Analyst – Medicare

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

📋 Description

• Evaluate a large volume of incoming and outgoing calls to uphold and enhance internal support and call service quality standards.

• Drive quality initiatives by enforcing compliance with quality management policies and procedures.

• Review scripts, product knowledge, sales techniques, serviceability, greetings, active listening, etiquette, objection handling, efficiency, courteous call closing, and CMS Guidelines.

• Offer feedback and coaching opportunities through evaluations.

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

• Communicate concerns and issues to management based on call evaluations.

• Address carrier requests for call monitoring and member support.

• Assist in the ongoing audit and refinement of quality management scoring models.

• Ensure the Internal Sales Center is in alignment with and adheres to company and industry policies and procedures.

• Provide recommendations when necessary.

• Develop responses to member and carrier escalations.

• Carry out additional duties as assigned.

⛳️ Requirements

• Licensed QA Analyst.

• Knowledge of Medicare is required.

• Ability to uphold the highest level of confidentiality.

• Strong communication skills.

• Proficiency in Microsoft Office.

• Self-motivated individual with a keen attention to detail.

• Capacity to concentrate fully on listening to calls, understanding the content, grasping the information, and translating knowledge into QA practices.

• Bilingual is preferred but not mandatory.

🏝️ Benefits

• Competitive compensation package.

• Benefits for employees and their families.

• Opportunities for professional growth and career advancement.

• Reasonable accommodations for qualified individuals with disabilities.