Execute sales quality monitoring assessments of sales agents, document results within established repository in accordance with defined departmental policies and procedures.
Report QA results to the Sales and Quality management teams.
Participate in conference calls with eHealth carrier partners and sales leaders to discuss quality monitoring standards and results, while maintaining a strong partnership and collaboration with the client.
Participate in calibration calls with sales leadership, offering feedback and guidance on trends within the call center.
Assist with sales agent coaching and formal and informal re-training via conference calls, meetings, written communications such as memorandums and training presentations.
Maintain knowledge through continued education/training of LevelAI platform (or other machine learning technologies) with a focus on continuously training the large language model based on call center needs.

Minimum 3 years of relevant work experience, preferably in a call center or Medicare industries
Knowledge of risk assessment concepts
Analytical thinker, that can execute in a fast-paced environment in which priorities can frequently change.
Team player, willing to share best practices and assist peers, as necessary.
Bachelor's Degree, or the equivalent combination of education, professional training, and/or work experience
Experience with NICE inContact, LevelAI or other AI solutions
Basic knowledge of quality assurance and continuous improvement concepts, procedures, and processes
Exceptional organizational skills, with the ability to multitask and manage competing priorities

Quality Assurance Partner

Key skills