Description
The Quality Assurance Support Specialist assists the Team with administrative responsibilities while monitoring and assessing the calls executed by Benefit Counselors/Enrollers through the Benefit Support Call Center (BSC) for quality and adherence.
This is a Full-time Temporary Contract Position
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
- Provide structured and relevant feedback to our BSC Counselors
- 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
Requirements
Qualifications and Education Requirements
- High School Diploma or equivalent
- 2-3 years insurance sales or customer service call center experience
- Relevant call center QA or call monitoring or sales coaching experience
- 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
- 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
- Competitive hourly pay
- 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