Get paid as much as $200/day just listening to phone calls at home without talking!

Service Quality Assurance Specialist at Included Health

About the role:

The focus of a Service Quality Assurance Specialist (SQAS) is to conduct regular evaluations of interactions to ensure our Care Team is providing the highest level of service possible and provide performance insights to leaders to ensure the Care Team has the resources needed to be successful.

The ideal candidate will have a passion for service and care excellence. They will demonstrate excellent attention to detail and accuracy. You should be analytically oriented, ready to leverage data and have the ability to effectively problem-solve. Additionally, you should be comfortable taking ownership of your piece of the business and have a desire to collaborate with leadership to make decisions that will have a positive impact on the people we serve.

Responsibilities:

• Conduct quality reviews by evaluating and providing feedback on interactions with members/patients to assess quality of care and service
• Conduct focused quality reviews as needed
• Conduct quality evaluation calibrations 
• Promote effective and efficient utilization of company resources
• Communicate insights and partner with Service Quality Improvement Specialists to identify actions to improve member experience
• Triage and route quality issues and complaints for the Service and Clinical Quality team
• Participates in the planning, development, coordination, and presentation of specific training, meetings and educational programs as appropriate to the quality assurance needs of the service line
• Assists in resolution of client complaints and quality assurance issues as needed
• Support call listening sessions by locating member interactions, sanitizing member interactions and documenting interaction findings
• Support client audits by locating member interactions, sanitizing member interactions and documenting interaction findings
• Perform other duties as assigned

Qualifications & Skills:

• 3+ years of experience in customer service 
• Quality assurance experience preferred
• Leadership experience preferred
• College degree preferred
• Passionate about excellence in customer service
• Fast learner, can pick up new content/industries quickly in an extremely fast paced environment
• Proven organizational, communication, and informal leadership skills
• Self-starter and team player who can build relationships with a wide range of partners and approaches challenges with a can-do attitude
• Previous healthcare experience preferred
• Ability to adapt rapidly to process changes
• Strong influencing skills and collaboration skills
• Thrives in a fast-paced environment and quick learner
• Comfort with Google Apps platform and Mac OS to develop tools and reports

Quality Assurance Specialist at EOI Service Company

Description

With the guidance of the Customer Experience Team, the Quality Assurance Specialist will monitor, rate and provide relevant feedback to the Benefit Support Center Counselor team regarding call handling performance to ensure the highest level of quality and expectations per company standards and client guidelines are achieved.

Role and Responsibilities

•  Monitor calls within our Benefit Support Center for standards of quality and completion, per company guidelines and client expectation.
•  Provide structured and relevant feedback to our BSC Counselors. 
•  Participate in case trainings and chats as well as monthly counselor training events.
•  Assess quality adherence criteria for QA audit forms per case for client customization.
•  Prepares for and actively participates in call calibration sessions when needed.
•  Effectively communicate with Customer Experience and Training Department to ensure consistency with performance and resources.
•  Work with a sense of urgency and meet all deadlines with proactive communication concerning timelines.
•  Is flexible in an environment by championing and embracing change or growth.

Requirements

Qualifications and Education Requirements

•  High School Diploma or equivalent 
•  Active resident license to sell Life & Health Insurance, strongly preferred
•  2-3 years sales or customer service call center experience
•  Relevant call center QA or call monitoring or sales coaching experience
•  Work from home or call center experience
•  Tech savvy with knowledge of basic computer operations with experience working multiple platforms/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.

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 personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)

What We Offer

•  Work From Home with all necessary equipment provided
•  Competitive Pay 
•  Personalized Coaching and Specialized Training and Development Opportunities
•  Rewards & Recognition for Stellar Performance
•  Opportunities for Advancement (Most of our promotions are internal)
•  An opportunity to join a family of motivated leaders and self-starters with a diverse and inclusive culture

Salary Description

$18-$20

Contact Center QA Specialist (Bilingual) at GoodLeap

Position Summary:

Quality Assurance Specialists monitor, evaluate, and audit communication interactions and documentation to provide quality reviews and feedback in addition to identifying training and coaching opportunities for various departments by rating customer service, composing overviews and reports, as well as reporting on adherence to company policies and compliance.

This is a remote/work from home position. Applicants must have a stable internet connection of 50 Mbps or higher, and a quiet, dedicated workspace.

Essential Job Duties & Responsibilities

• Perform call monitoring for various departments and provide feedback and information on opportunities to improve performance, procedures, compliance, and customer experience
• Deliver professionally written reviews, reports, audit information, and overviews, as they pertain to each department and the company’s quality assurance needs
• Participate in quality calibration and ongoing quality assurance training
• Assist and back up with other duties, as assigned

Required Skills, Knowledge & Abilities

• Strong attention to detail
• Good understanding of customer service industry standards
• Conscientious and focused listening skills
• Solid analytical and problem-solving skills and the use of good judgment
• Demonstrated ability to effectively communicate both orally and in writing
• Demonstrated ability to effectively take and use notes
• Demonstrated ability to prepare management level reporting
• Demonstrated ability to multi-task and manage competing priorities
• Basic skills with MS Excel, MS Word, and MS Outlook
• Excellent interpersonal, facilitation, and relationship management skills
• Results-oriented, self-starter with the ability to work independently with general direction
• Bilingual in English and Spanish

Compensation: $18.50/ HR