Quality Assurance Specialist – Temporary

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

📋 Description

• Guarantees exceptional service quality through the monitoring and scoring of calls

• Employs Alight’s recording software to evaluate sales and service performance

• Engages in call monitoring, review of feedback, data analysis, training improvements, and process enhancements

• Ensures adherence to all Medicare CMS and Compliance regulations

• Collaborates with internal teams to standardize training methods based on trends identified from call listening

• Evaluates agent interactions according to our company’s quality standards while upholding productivity benchmarks

• Mentors, trains, and develops colleagues in the Sales & Service Center through precise and comprehensive evaluation documentation

⛳️ Requirements

• Subject Matter Expert (SME) in Customer Service best practices, Insurance & Compliance processes, and Medicare (AHIP)

• Proven experience in quality coaching and providing effective, timely feedback to colleagues

• Background in the Medicare insurance sector, telephone sales, and/or customer service environment

• Ability to independently manage tasks within scheduled blocks, including handling multiple complex situations and/or projects

• Exhibits learning agility and the capability to engage with various call center systems and knowledge tools

🏝️ Benefits

• Health, dental, and vision coverage starting from Day One

• Wellbeing programs

• Retirement plans with contribution matching

• Generous time off policies

• Parental leave

• Opportunities for continuing education

• Career advancement potential

• Flexible working arrangements