QA Specialist

At Covered, we are focused on making insurance easy to understand and painless to purchase. We combine intuitive technology with a human touch to help consumers quote, compare, and purchase multiple insurance products in minutes. By partnering with lenders, financial institutions, and fintech companies, we deliver our personalized embedded insurance marketplace to their customers.What Is Covered?The best-in-class B2B2C embedded insurance marketplace built specifically for fintechs. We combine award-winning digital insurance experiences, innovative technology, and industry-leading compliance programs to help our partners build a fully digital insurance experience using our APIs, pre-built UI components, and full-service licensed stack.About This RoleCovered Insurance Solution is currently seeking a Quality Assurance Specialist. Overseeing the quality assurance (QA) process to measure effectiveness, identify common customer issues, improve customer experience, and help standardize communication processes with customers. Validating the Sales Advisors are in compliance with insurance standard operating practices and legal regulations. Must be a dynamic hard working individual. The Insurance Quality Assurance Specialist is a member of the insurance department and reports to the Vice President of Insurance.Yep, We Have Benefits!At Covered, our cultural DNA is our brand! This position includes a competitive benefits package to include an extraordinary culture, medical, dental, vision, FSA, HSA, AD&D, Life Insurance, STD, LTD, 401(k), casual time off, and 11 paid holidays.Role Accountabilities Include, But Are Not Limited To:Conduct monthly reviews on inbound and outbound calls for adherence to compliance guidelines, adherence to internal processes and scripting, quality of the 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.Collaborates 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.About You And Your ExperienceBachelor’s degree or relevant experience of 2 years of QA experience considered in lieu of degree.Performance management and the ability to translate key themes and tactics into understandable messages for broad consumption.Strong oral and written communication skills are required.Competent in interpersonal communications, collaboration, critical-thinking and problem solving.Insurance product and coverage knowledge preferred.Experience with multiple carriers and systems.Strong teamwork and relationship building skills.Detail oriented and able to concentrate for extended periods of time.Ability to organize time, manage work independently with moderate supervision, analyze risk, and demonstrate decisiveness while making quality decisions that add value to business partners and advance the customer experience.Essential Role Requirements (Must be able to be performed with or without reasonable accommodation):Work Environment: Denver, CO HQ or Remote.Physical Demands:

Must be able to sit for extended periods of time.Possess visual acuity in order to see a computer.Must possess manual dexterity in order to work on a computer.Must have command of the English language to effectively communicate.Must be able to hear clients, partners, and internal staff.Opportunistic travel as may be required.

DisclaimerThis is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks, accountabilities and/or experience requirements may be changed, added to, removed, amended, deleted and modified at any time by management with, or without prior notice.We are an equal opportunity employer and do not discriminate on the basis of any protected attribute, protected under applicable law. We make reasonable accommodations for applicants' and employees' religious practices as well as any mental health or physical disability needs. Employment decisions, including hiring decisions, are based on performance experience.This job description is intended to provide information essential to understanding the scope of this position and the general nature and level of work performed by job holders within this position. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.

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