Quality Assurance Partner

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The SMU QA Partner works directly with sales supervisors, the QA management team, and carrier partners, and will assist with the implementation of the sales quality and compliance standards, including but not limited to agent oversight processes.

ESSENTIAL RESPONSIBILITIES:

Call Monitoring:

• With supervision from the Quality Management team, execute sales quality monitoring assessments of sales agents, document results within established repository in accordance with defined departmental policies and procedures.
• Individual hired will be trained on Centers for Medicare & Medicaid Services (CMS) regulatory guidance and knowledge prior to being able to execute the job.
• Report QA results to the Sales and Quality management teams.
• Participate in conference calls with eHealth carrier partners and sales leaders to discuss quality monitoring standards and results, while maintaining a strong partnership and collaboration with the client.
• Participate in calibration calls with sales leadership, offering feedback and guidance on trends within the call center.
• Assist in retrieving call recordings at the request of eHealth carrier partners, marketing, and sales teams, providing summaries of findings within established timeframes.
• Partner and collaborate with the sales team to create and update sales process expectations effectively and thoughtfully.
• Assist with sales agent coaching and formal and informal re-training via conference calls, meetings, written communications such as memorandums and training presentations.
• Maintain knowledge through continued education/training of LevelAI platform (or other machine learning technologies) with a focus on continuously training the large language model based on call center needs.
• Analyze data from Level AI platform and package into actionable insights for the sales team.

Other Duties:

• Maintain knowledge through continued education/training of all applicable Centers for Medicare & Medicaid Services (CMS) regulatory guidance with the ability to interpret and communicate to others in layman’s terms.
• Stay informed of changes in sales philosophies, techniques and best practices, using those to inform sales coaching.
• Maintain knowledge through continued education/training of various sales and carrier processes, tools, technologies, and various carrier-specific monitoring requirements.
• Analyze data and trends, and proactively recommend opportunities to enhance the customer experience and sales performance.
• Develop and implement AI-based quality control methodologies to improve accuracy
• Collaborate with data science teams to integrate AI models into quality assurance processes
• Other duties as assigned.

MINIMUM QUALIFICATIONS/REQUIREMENTS:

• Bachelor's Degree, or the equivalent combination of education, professional training, and/or work experience
• 3+ years of relevant work experience, preferably in a call center or Medicare industries
• Excellent written and verbal communication skills
• Knowledge of risk assessment concepts
• Analytical thinker with the ability to execute in a fast-paced environment in which priorities may frequently change.
• Team player, willing to share best practices and assist peers, as necessary.

PREFERRED QUALIFICATIONS:

• Experience with NICE inContact, LevelAI or other AI solutions
• Basic knowledge of quality assurance and continuous improvement concepts, procedures, and processes
• Outstanding time management skills, with a track record of making deadlines in a fast-paced environment
• Exceptional organizational skills, with the ability to multitask and manage competing priorities

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eHealth is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, national origin, age, marital status, sexual orientation, genetic information, disability, protected veteran status, or any other consideration made unlawful by applicable federal, state or local laws. The foundation of these policies is our commitment to treat everyone fairly and equally and to have a bias-free work environment.