Quality Assurance Specialist

 It’s truly an exciting time to be a part of GetInsured. Our vision has always been to make finding and enrolling in health insurance simple. Currently, GetInsured has the largest state-based marketplace footprint, and our consumer-friendly interface and decision support tools empower millions of consumers across the country to make better health plan decisions. GetInsured builds and operates award-winning cloud-based enrollment tools that serve state-based exchanges, brokers, insurers, and consumers. In addition to eligibility determination, plan selection, and enrollment technology for state agencies, the company delivers innovative agent marketing and call center tools and services.

We are seeking dedicated Quality Assurance Specialists to join our team. As a Quality Assurance Specialist, you will ensure that our services meet established quality standards. The QA Specialists are responsible for auditing, analyzing, and managing call center performance that ensures the highest level of customer service. We are committed to improving the customer experience by elevating our customer service representative’s knowledge and performance and delivering contextual feedback that inspires action. Your responsibilities will also include reviewing call center processes and identifying any issues in the production process. In this role, you will collaborate with a team to ensure that quality service consistently meets our organization’s highest standards. Join our growing team and contribute to our commitment to quality!

Responsibilities:

• Call monitoring and providing actionable insights consistently
• Contribute to call calibration sessions
• Escalate issues to call center Supervisors for further investigation and determination
• Implement quality assurance policies and procedures
• Perform quality reviews for customer service representatives
• Monitor customer interactions by using our QA evaluation system and Scorecard
• Communicate with discretion, empathy, professionalism, and confidentiality, when needed
• Gather information and able to identify trends to improve performance.
• Excellent problem solving and issue resolution
• Address and discuss issues with superiors, proposing solutions as needed
• Maintain company culture and collaborate well with teams

• Ability to multitask and thrive in a fast-paced and dynamic environment
• Consistently displays integrity and accountability
• Ability to complete projects with minimal supervision
• Great time management, strong listening skills, and self-motivated
• Analytical and excellent problem-solving skills
• Interpersonal skills and ability to communicate feedback effectively (verbal and written)
• Strong attention to detail
• Bachelor's degree or relevant training and certifications as a QA Specialist is a plus

Benefits

• 401(k) matchable up to 4%
• Individuals Care Health Reimbursement Arrangement (ICHRA)
• Paid time off (PTO)
• Paid Training
• Supportive Environment