The Quality Assurance Analyst will monitor, rate and provide relevant feedback to the Enrollment Counselors regarding call handling performance to ensure the highest level of quality and expectations per company standards and client guidelines are achieved.
Role and Responsibilities
- Evaluate Counselor performance and identify areas of opportunities to support Coaching and Development efforts.
- Monitor live and recorded calls within our Benefit Support Center for standards of quality and completion, per company guidelines and client expectation
- Monitor and encourage onsite enrollment compliance
- Provide structured and relevant feedback to our Enrollment Counselors
- Monitor Counselor activity in case trainings and chats
- Monitor Counselor adherence to attendance policies and appointment schedule
- Track and analyze counselor progress against coaching goals, reporting outcomes to management.
- Identify trends in QA findings and recommend strategies to address recurring issues.
- Celebrate counselor successes and milestones, fostering a positive and motivating environment.
- Coordinate with Enrollment Managers to ensure satisfaction of client expectations and production goals
Qualifications and Education Requirements
- 2 Year Call Center Sales, Customer Service or QA experience
- 1 Year Employer Benefits, Health or Life Insurance industry experience
- High School Diploma or equivalent; Bachelor’s degree preferred
- Active resident license to sell Life & Health Insurance, strongly preferred
- Relevant data management and reporting experience
- Work from home or call center experience
- Tech savvy with knowledge of basic computer operations with experience working multiple platforms/systems
- Must be fluent in English and able to demonstrate strong communication skills such as impeccable grammar, spelling and reading skills. Ability to communicate effectively in a professional manner, verbally and in writing.
- Spanish Bilingual a plus
Preferred Skills
- Highly proficient with Windows and Microsoft programs, able to maneuver multiple devices, systems and screens
- Attention to detail and quality-oriented
- Ability to multitask
- Exposure and/or interest in Insurance and/or Employee Benefits (Voluntary & Group Plans)
- Ability to remain highly motivated while working independently in a fast-pace environment
- Analytical thinker and problem solver
- Excellent listening, interpersonal skills, oral and written communication skills
- Confident, approachable, and positive attitude
- Demonstrates personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)
What We Offer
- Work From Home with all necessary equipment provided
- Competitive Pay
- Personalized Coaching and Specialized Training and Development Opportunities
- Rewards & Recognition for Stellar Performance
- Opportunities for Advancement (Most of our promotions are internal)
- An opportunity to join a family of motivated leaders and self-starters with a diverse and inclusive culture
Base Pay Range: $19-23/HR
www.onedigital.com/careers
Thank you for your interest in joining the team!