More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.
But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.
About the Role
This role requires candidates to be bilingual in English & Spanish
Job Description
Quality Assurance Representative III – SQSR
Job Summary:
The Quality Assurance Representative III’s objective is to assist the Quality Assurance Manager in monitoring new business policy compliance with Agent Agency and Carrier compliance issues. The QA Rep III accomplishes this objective by listening to and scoring calls using SelectQuote Insurance Services Scorecard and other assessment tools to provide feedback for methods to improve new business quality and compliance. The QA Rep III will leverage many competencies such as: written and verbal communication proficiency with multiple data systems attention to detail and a drive to be productive. The QA Rep III will leverage unique systems to pull listen to and process calls (inbound and outbound) and catalog their quality and compliance scores.
Supervisory Responsibilities:
This position has no direct supervisory responsibilities.
Essential Duties and Responsibilities:
Listens to inbound and outbound calls to potential customers that require a higher level of understanding.
Communicates with sales managers/agents.
Assists with secondary audits by ensuring calls completed by QA Representatives I and QA Representative II’s are accurate
Aides in researching QA call appeals
Assists with reporting and loading worksheets.
Uses SelectQuote Insurance Services Scorecard Carrier quoting platforms Comparative Rater systems Customer Management system and assessment tools to score quality and compliance.
Completes clear concise reports and feedback for Sales Managers and Agents.
Facilitates training of other QA Representatives.
Works on special projects as needed.
Skills/Abilities:
Ability to complete objective analysis using information collected
Demonstrated ability to exceed relevant metrics
Ability to accurately score calls consistently
Advanced listening skills
Strong attention to detail
Excellent oral and written communication skills
Strong organizational and time management skills
Ability to multi-task
Good interpersonal skills
Team player
Works well under pressure
Strong computer skills
Ability to learn new software quickly
Education and Experience:
High school diploma or GED is required.
Related insurance experience is preferred (i.e./Medicare Auto & Home Life).
Minimum of 2 years of call center quality assurance experience required.
4 years of call center quality assurance experience preferred.
Microsoft Office and Google Suite experience preferred.
Requirements:
Prolonged periods of sitting at a desk and working on a computer.