Covered Insurance Solutions LLC
Quality Assurance Specialist
Covered Insurance Solutions LLC, Denver, Colorado, United States, 80285
Role: QA Specialist
Base Pay Midpoint: $60,500
Location: Denver / Remote
About This Role
Covered Insurance Solution is currently seeking a Quality Assurance Specialist. The role involves overseeing the quality assurance (QA) process to measure effectiveness, identify common customer issues, improve customer experience, and help standardize communication processes with customers. Validating that Sales Advisors are in compliance with insurance standard operating practices and legal regulations is essential. The Insurance Quality Assurance Specialist is a member of the insurance department and reports to the Vice President of Insurance.
Role Accountabilities Include, But Are Not Limited To:
Conduct monthly reviews on inbound and outbound calls for adherence to compliance guidelines, internal processes, scripting, quality of customer service provided, and accuracy of information gathered and communicated.
Notify Sales Advisor and Sales Manager of immediate compliance issues and provide guidance on correct standard operating procedures.
Assist in designing and revising quality feedback forms as needed.
Identify wins or opportunities for improvement by accurately assessing and scoring calls to identify training and process improvement opportunities related to sales and services provided by Insurance Advisors.
Provide suggestions for process and/or scripting changes to improve compliance, conversion, and performance.
Collaborate with leadership by providing input on customer experience and feedback on key priority launch results.
Lead QA calibration sessions with management to ensure consistent delivery of excellent customer service.
All other duties as assigned.
Yep, We Have Benefits!
At Covered, our cultural DNA is our brand! This position includes a competitive benefits package, including an extraordinary culture, medical, dental, vision, FSA, HSA, AD&D, Life Insurance, STD, LTD, 401(k), casual time off, and 11 paid holidays.
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Base Pay Midpoint: $60,500
Location: Denver / Remote
About This Role
Covered Insurance Solution is currently seeking a Quality Assurance Specialist. The role involves overseeing the quality assurance (QA) process to measure effectiveness, identify common customer issues, improve customer experience, and help standardize communication processes with customers. Validating that Sales Advisors are in compliance with insurance standard operating practices and legal regulations is essential. The Insurance Quality Assurance Specialist is a member of the insurance department and reports to the Vice President of Insurance.
Role Accountabilities Include, But Are Not Limited To:
Conduct monthly reviews on inbound and outbound calls for adherence to compliance guidelines, internal processes, scripting, quality of customer service provided, and accuracy of information gathered and communicated.
Notify Sales Advisor and Sales Manager of immediate compliance issues and provide guidance on correct standard operating procedures.
Assist in designing and revising quality feedback forms as needed.
Identify wins or opportunities for improvement by accurately assessing and scoring calls to identify training and process improvement opportunities related to sales and services provided by Insurance Advisors.
Provide suggestions for process and/or scripting changes to improve compliance, conversion, and performance.
Collaborate with leadership by providing input on customer experience and feedback on key priority launch results.
Lead QA calibration sessions with management to ensure consistent delivery of excellent customer service.
All other duties as assigned.
Yep, We Have Benefits!
At Covered, our cultural DNA is our brand! This position includes a competitive benefits package, including an extraordinary culture, medical, dental, vision, FSA, HSA, AD&D, Life Insurance, STD, LTD, 401(k), casual time off, and 11 paid holidays.
#J-18808-Ljbffr