Quality Assurance Specialist – Seasonal

This is a fully remote position, open to applicants in United States.

📋 Description

• Compile and present QA outcomes to the Sales and Quality management teams.

• Engage in conference calls with eHealth carrier partners and sales leadership to review quality monitoring standards and outcomes.

• Join calibration calls with sales leadership, providing insights and guidance on call-center trends.

• Fetch call recordings at the request of carrier partners, marketing, and sales teams, and deliver summaries of findings within set deadlines.

• Work alongside the sales team to develop and revise sales process expectations.

• Support sales agent coaching and both formal and informal retraining through calls, meetings, memorandums, and training presentations.

• Stay informed about LevelAI and other machine learning technologies, continually training the large language model based on call-center needs.

• Analyze LevelAI data and convert it into actionable insights for the sales team.

• Exhibit eHealth’s values in your behaviors, practices, and decision-making.

⛳️ Requirements

• Bachelor's Degree, or an equivalent combination of education, professional training, and/or work experience.

• Over 3 years of relevant experience, ideally in call center or Medicare sectors.

• Exceptional written and verbal communication abilities.

• Familiarity with risk assessment concepts.

• Analytical thinker capable of executing tasks in a dynamic environment where priorities may shift frequently.

• Team-oriented individual, eager to share best practices and support colleagues as needed.

• Experience with NICE inContact, LevelAI, or other AI solutions.

• Ongoing education/training in the LevelAI platform or other machine learning technologies.

🏝️ Benefits

• Annual performance bonus.

• A variety of benefits aimed at promoting employees’ personal and professional wellness.