Advise / Bloom, the insurance industry’s trusted growth partner, is looking for an experienced and dedicated Quality Assurance Representative (QAR) to monitor recorded calls using rigorous standards to help agents develop habits and actions that improve their overall job performance. QAR’s must possess a superior attention span, enjoy a fast-paced environment, and demonstrate efficiency and accuracy when reviewing and scoring recorded calls.
We are looking for an exceptional individual who can:
Conduct quality monitoring of call center agent recordings using documented standards and systems to identify trends and make recommendations for improvement, where applicable.
Identify performance gaps in soft skills, administrative service, and established policies or processes.
Summarize findings and recommend solutions to management for individual and systematic and or process improvements.
Collaborate with the call center management team to implement solutions.
Document agent interaction with callers for both agent feedback and tracking purposes.
Flag compliance issues when identified and escalate to the appropriate department.
Communicate with managers on agent progress and follow up.
Review Bloom intranet, emails, and agent folders to stay updated on program specifics.
Keep informed on daily client requests through monitoring Teams channels and QA group chats and incorporate those into the evaluation forms, where applicable.
Attend calibration sessions, if scheduled by client/manager.
Assist in ad-hoc projects, including live monitoring and/or coaching.
Assist with onboarding new Quality Assurance Representatives through nesting activities.
Perform all other duties as assigned.
Education and Experience
High school diploma or GED
Experience in Customer Service, Call Center Experience and/or Quality review in a Call Center Environment preferred
Skills and Abilities
Proficient with Windows programs, specifically Excel
Strong comprehension skills
Robust writing skills
Adept verbal communication skills
Detail-oriented
Proven ability to work accurately and efficiently with daily deadlines
Effective multitasking aptitude
Able to work independently without supervision, and as part of a team
Discreet and professional attitude
Always maintain discretion and professionalism regarding agent performance
What We Offer
At Advise / Bloom, we offer an engaging, supportive work environment, great benefits, and the opportunity to build the career you always wanted. Benefits of working for Advise / Bloom include:
Competitive compensation
Comprehensive health benefits
Long-term career growth and mentoring
About Advise
Advise Insurance is a licensed Medicare agency that aims to preserve the patient–physician relationship and help build a better healthcare experience. We provide education that explains how Medicare works and helps beneficiaries select a plan that meets their healthcare needs and includes their trusted doctor.
