The Quality Assurance Support Specialist is charged with technical responsibilities, while monitoring and assessing the calls executed by Benefit Counselors/Enrollers through the Benefit Support Call Center (BSC). This role is in support of the Counselor Success and Quality Assurance Team.
This is a Seasonal Contract Role through 12/12/2025.
Role and Responsibilities
- Monitor live and recorded calls within the Benefit Support Center for standards of quality and completion, per company guidelines and client expectation
- Assist with scorecard system builds and implementation
- Monitor engagement activity in case trainings and chats
- Monitor adherence to attendance policies and appointment schedule
- Work with a sense of urgency to meets all deadlines with proactive communication
Qualifications and Education Requirements
- Call Center, QA or Sales experience
- Data extraction and analysis experience – ability to build and analyze reports
- High School Diploma or equivalent
- Work from home or remote experience
- Tech savvy; strong knowledge of computer systems, Excel, Google platforms and other 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
- Bilingual Spanish fluency, highly preferred
Preferred Skills
- Highly PC proficient, able to maneuver multiple devices, systems and screens
- Attention to detail and quality-oriented
- Multi-task oriented
- Licensed or previous 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 and interpersonal skills
- Confident, approachable, and positive attitude
- Excellent oral and written communication skills
- Demonstrates accountability to individual responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)
What We Offer
- All equipment provided: Computer, Monitors, Keyboard, Headset
- Work From Home full-time
- Personalized Coaching and Specialized Training and Development Opportunities
- Rewards & Recognition for Stellar Performance
- Potential for Advancement (Most of our promotions are internal) or Contract Extension
- An opportunity to join a family of motivated leaders and self-starters within a diverse and inclusive culture
Base Pay Range: Up to $21/hr
www.onedigital.com/careers
Thank you for your interest in joining the team!