About this role
Role Overview
- Monitor and evaluate inbound and outbound calls to assess compliance, service quality, accuracy, and adherence to scripts and policies.
- Conduct regular QA audits of customer service interactions, documents, and processes to ensure adherence to various regulations and client requirements.
- Identify constructive feedback and coaching opportunities for call center agents focused on improving customer service skills and compliance.
- Analyze QA data and metrics (quality scores, error trends, customer feedback) to identify trends, root causes, and areas for improvement.
- Champion a customer-centric approach in quality programs, ensuring that QA standards align with exceptional customer service and positive member experiences.
- Stay up-to-date on all relevant health insurance industry regulations and client compliance standards.
Requirements
- High school diploma or GED required.
- 2+ years of experience in call center quality assurance.
- Experience in a BPO/outsourcing environment or high-volume contact center is highly valued.
- Certifications in call center quality or customer service (for example, COPC or other contact center excellence certifications) are an advantage.
- Proficient with standard office software (e.g. MS Excel, Word, PowerPoint).
- Experienced in using call center QA monitoring tools.
- Hands-on experience with quality management systems or call recording software is preferred.
Benefits
- Medical, dental & vision
- 401(k)/Roth
- Insurance (Basic/Supplemental Life & AD&D)
- Short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)