Overview
Senior QA Engineer Jobs in Remote at PRCLWorld – Corp
General Description
Life & Health Insurance License Required.
Advocate Health Advisors is a health insurance organization that prides itself on maintaining the highest quality and compliance standards in the Medicare space. As a member of our Call Quality team, you will provide feedback to our agents ensuring that our company policies and agent training programs are compliant with Medicare guidelines, and those of the carrier’s that we represent. By joining Advocate Health Advisors, you will be part of a fast-paced, growing organization that provides health insurance to thousands of Medicare-eligible consumers across the country through our national contact center.
Essential Duties and Responsibilities
Listen to agents calls (recorded and live) to provide feedback for quality and training purposes.
Assist agents with sales techniques to increase conversion rates.
Ensure agents are following guidelines to enroll consumers in the correct plans.
Participates in call calibration exercises and provides feedback on compliance issues.
Complete scorecards to ensure calls are handled in compliance with established procedures and standards.
Assist with the creation and updating of training materials for agents.
Answer inbound calls and provide excellent customer service to consumers.
Provide reporting of call quality results to contact center leadership team.
Coach Agents and develop strategies to improve quality scores.
Report and Data Analysis Provided in Meetings with Team and Carriers.
Navigate software and systems to interpret and report data/Technology transfer.
Investigating and reporting findings for CTM Allegations.
Develop Processes and Procedures to assist Business Operations.
Analyze trends and develop strategies to improve Operational performance.
Other special projects as assigned.
Required Qualifications
Bachelor’s degree or equivalent combination of education and experience.
Life & Health Insurance License.
2-4 years of experience in Call Center Quality Assurance/Auditing, Coaching, Providing Feedback, or leadership experience.
1 year of experience selling Medicare Advantage plans preferably in a call center environment.
Job Type: Full-time
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
On-the-job training
Paid time off
Professional development assistance
Vision insurance
Work from home
Experience:
Medicare: 1 year (Required)
Call center: 1 year (Required)
License/Certification:
Life and Health Insurance License (Required)
Work Location: Remote
Title: Senior QA Engineer
Company: PRCLWorld – Corp
Location: Remote
