Offer summary

Qualifications:

Proven experience in quality assurance or compliance roles, preferably in insurance or healthcare., Strong understanding of insurance regulations, particularly Medicare Advantage policies., Exceptional attention to detail and analytical skills for evaluating conversations objectively., Bachelor’s degree in a related field preferred, with relevant certifications as a plus..

Key responsabilities:

Evaluate recorded sales calls to assess agent performance and compliance with regulations.

Create comprehensive report cards that analyze customer service quality and sales techniques.

Provide feedback to management on agent performance and suggest training initiatives.

Collaborate with teams to refine quality assurance processes and prepare detailed reports for strategic decision-making.

Job description

This is a remote position.

Total hours: 40 hours per week or 8 hours per day
Monday - Friday
9:00 AM - 6:00 PM New Jersey time (or 10:00 PM - 7:00 AM Manila time)
With 1 hour unpaid break in between

Client location or time zone: New Jersey, USA - EST

Company/client overview:

The client operates an insurance agency with a call center environment. They focus on selling Medicare Advantage policies. Their current process involves insurance agents taking inbound calls directly from potential customers who have seen ads on platforms like Facebook or television.

Job Description

We’re on the hunt for a detail-oriented and analytical QA and Compliance Analyst to join our client’s dynamic team. In this critical role, you’ll be the guardian of quality and compliance, ensuring that every customer interaction meets the highest standards of service and regulatory adherence. You’ll listen to recorded sales calls, evaluate agent performance, and play a key part in maintaining our client’s reputation for excellence. This position offers a unique blend of analytical work, regulatory knowledge application, and the opportunity to directly impact the success of a growing insurance agency. If you have a keen eye for detail, a strong understanding of insurance regulations, and a passion for driving continuous improvement, this role is your chance to make a significant impact in a thriving industry.

Responsibilities:

Dive deep into recorded sales calls, both closed deals and ongoing interactions, to assess agent performance and regulatory compliance
Craft comprehensive report cards that provide insightful evaluations of various aspects of each call, from customer service quality to sales technique effectiveness
Act as a compliance watchdog, identifying any deviations from required sales processes or potential regulatory issues
Provide constructive feedback to management on agent performance, highlighting areas for improvement and suggesting targeted training initiatives
Stay at the forefront of insurance industry regulations and best practices, ensuring our client remains ahead of the curve in compliance matters
Contribute your expertise to the ongoing refinement and development of quality assurance processes, helping to create a culture of continuous improvement
Collaborate with training and management teams to address identified issues and implement solutions that elevate overall performance
Prepare detailed reports for management, translating your findings into actionable insights that drive strategic decision-making

Requirements

Proven experience in quality assurance or compliance roles, preferably within the insurance or healthcare industries
Strong understanding of insurance regulations, with specific knowledge of Medicare Advantage policies and related compliance requirements
Exceptional attention to detail and highly developed analytical skills, able to spot nuances in conversation and behavior
Demonstrated ability to listen critically and assess conversations objectively, maintaining impartiality in your evaluations
Proficiency in using call monitoring software and data analysis tools, with the ability to quickly adapt to new technologies
Excellent written communication skills, capable of creating clear, concise, and impactful reports
Strong interpersonal skills, able to provide constructive feedback and work collaboratively with various departments
A proactive mindset, always looking for ways to improve processes and prevent issues before they arise
Bachelor’s degree in a related field (e.g., Business Administration, Healthcare Management, or Compliance) preferred
Relevant certifications (e.g., AAPC, AHIP, or HCCS) are a plus