Call Center QA Audit Associate

SUMMARY 

Responsible for providing a wide variety of quality assurance audit support services and monitoring all aspects of Call Center Licensed Agents to ensure compliance with internal and external carrier and industry requirements.              

ESSENTIAL DUTIES AND RESPONSIBILITIES 

•    Audit Functions:  Monitor inbound and outbound calls for adherence to compliance guidelines, adherence to internal processes and scripting, quality of the customer service provided and accuracy of information gathered and communicated.  Assist with development and maintenance of audit recordkeeping documents as needed.  Identify improvement opportunities through accurately assessing and scoring calls to identify training and process improvement opportunities related to sales and services provided by the call centers contracted through the Company.  Make recommendations for process and/or scripting changes to improve compliance, conversion and performance.  Participate in call center onboarding processes.  Collaborate with compliance and business unit leadership to ensure consistency with audit procedures and documentation. Complete assigned on-site audits in a timely manner;

•    Special Projects:  Work collaboratively with fellow staff to advance the values and mission of Assured Health Group by serving on relevant internal and external committees; Assists with special projects/assignments as requested by members of management;

•    Performs other duties as assigned by management. 

QUALIFICATIONS 

EDUCATION / EXPERIENCE

High School Diploma, or GED

Three (3) or more years, general insurance industry

Or related field (financial services, marketing, web-based business, business-to-business customer service or call center) experience

Medicare/ Affordable Care Act Insurance industry experience 

SKILLS 

Working knowledge of insurance services industries and specific current knowledge of call center operations including, without limitation, phone systems, quality assurance reviews and operations. 

Knowledge of the general industry procedures, practices and terminology. 

Skill in working effectively with inbound and outbound callers/customers. 

Skill in negotiating and problem solving to resolve internal and external conflicts. 

Skill in the use of office equipment including computer, fax, printer, telephone system, etc. 

Skill in the use of time management and organization skills. 

Skill in maintaining effective working relationships with all customers, employees and the general public. 

Skill in project management. 

Proficient computer skills (Microsoft/Word, Excel, PowerPoint, Adobe Acrobat, MS Outlook software preferred). 

Ability to communicate effectively, both orally and in writing, in a constructive manner. 

Ability to approach and communicate with a wide range of personalities in a professional and courteous manner. 

Ability to be patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations. 

Ability to engage in effective interpersonal interaction, verbal communication and written communication. 

Ability to persuade. 

Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests. 

Ability to read, write and communicate English effectively. 

Ability to maintain all company policies, including all confidentiality and safety policies. 

Ability to actively contribute to team effort. 

Ability to work independently, exercise independent judgment, make and execute decisions. 

Ability to be a self-starter, motivated and accomplish goals and tasks within a given time frame. 

Strong verbal and written proficiencies of the English language is required and bilingual (Spanish and English) preferred.