United States onlyThis 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
Independent Contractor Perks
- Permanent work from home
- Immediate hiring
- Steady freelance job
ZR_21986_JOB
Australia
