Overview
Quality Assurance Team Lead Jobs in Clearwater, FL at EMERGE
Title: Quality Assurance Team Lead
Company: EMERGE
Location: Clearwater, FL
We are partnered with the fastest growing health insurance marketplace, leveraging advanced technology and personalized service to simplify the enrollment process for ACA and Medicare enrollees. Backed by the industry’s top carriers and investment partners, their passionate and innovative teams are dedicated to transforming the healthcare experience.
The Quality Assurance Team Lead is responsible for leading the day-to-day operations of the QA Department and ensuring that all services related to internal and downline sales activities and customer service meet or exceed established quality standards. This includes developing and implementing quality control measures, managing staff, ensuring compliance with regulatory requirements, recommending and overseeing coaching and retraining activities, and managing an escalation process for potential compliance issues that require further investigation.
REWARDS
$60-65k OTE
Comprehensive Medical, Dental, and Vision coverage
PTO and holiday pay
401(k) matching
Advancement Opportunities
Requirements
Minimum of 1-2 years of experience in insurance call center quality assurance or compliance
At least 2 years of experience in a leadership or supervisory role
In-depth knowledge of insurance industry regulations and compliance requirements
Strong understanding of call center operations and customer service principles
Excellent analytical and problem-solving skills
Superior written and verbal communication skills
Proficiency in Microsoft Office Suite and quality assurance software
Responsibilities
Lead and manage a team of compliance call auditors, providing guidance, training, and performance evaluations
Develop and maintain quality assurance processes and procedures for call auditing
Conduct regular audits of customer calls to ensure compliance with industry regulations and
company policies
Analyze audit results and prepare comprehensive reports for management
Identify trends and areas for improvement in call center operations
Collaborate with other departments to implement corrective actions and training programs
Stay up-to-date with changes in insurance regulations and industry best practices
Participate in the development and implementation of new quality assurance technologies and methodologies
Manage team schedules and workload to ensure timely completion of audits
Conduct calibration sessions to ensure consistency in audit scoring across the team
Emerge is committed to being an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other protected characteristic. In compliance with the Job Application Fairness Act, we ensure a fair and equitable recruitment process and provide necessary and reasonable accommodations. We value diversity and encourage individuals from all backgrounds and experiences to apply.
