Who We're Looking For - Call Center Quality Assurance Specialist
As a Call Center Quality Assurance Specialist (aka Sales Compliance Analyst) on the Insurance Team you will assist in improving our retention, customer experience, and overall sales process. Compliance Analysts listen to, and grade calls, from a compliance and quality perspective, and document trends to improve agent performance and enhance overall quality. You will collaborate with coaches and other sales leaders to provide actionable feedback to sales agents to enhance compliance and performance.
The Impact You Will Make

• Listen to and analyze sales calls
• Accurately complete call grading and write-ups
• Document trends and assist in efforts to improve scores and overall quality
• Collaborate with coaches to provide actionable feedback to sales agents to enhance compliance and performance
• Identify compliance issues and escalate them to the appropriate channels
• Collaborate with team members to develop training materials based on call analysis
• Participate in calibration sessions to ensure consistency in call grading
• Monitor adherence to regulatory requirements and company policies
• Contribute to the development and refinement of compliance monitoring processes
• Support the implementation of new compliance initiatives
• Maintain accurate and detailed records of call evaluations and feedback
• Assist in preparing reports and summaries for management review
• Engage in continuous learning to stay updated on compliance standards and industry best practices

What You Bring

• 0-1 years of experience in quality assurance, or related field
• Tech savvy and critical thinking skills
• Strong communication skills (verbal and written)
• Great attention to detail
• Demonstrate ability to actively listen, type, and talk simultaneously
• Persuasive communicator
• Flexibility – Ability to prioritize multiple pressing matters with equal proficiency
• Ability to have difficult conversations in a professional, respectful manner
• Ability to self-manage and self-motivate
• Coachable, passionate, driven
• Problem Solving Skills
• Knowledge of Medicare Health Insurance and related products
• Active Health Insurance license or willing to become licensed (preferred, not required)

Perks That Set Us Apart

• 🩺Healthcare: We offer low-cost, competitive health coverage (domestic partners included!) with employer-paid counseling services.
• 💰Invest in the Future: Enjoy 401(k) matching after just two months of employment, with employer matching starting at ~3%.
• 🧘‍♀️Lifestyle Spending Stipends: Access an employer-paid spending account for physical, financial, and emotional wellbeing expenses.
• 🏝️Flexible Time Off: We offer competitive time-off balances that accrue weekly, just like your paycheck. (Yes, we’re paid weekly too!)
• 👶🏻Parental Leave: We provide 2 weeks of paid parental leave during the first year and up to 6 weeks after one year of employment.
• ✈️Generous Paid Holidays: Celebrate cultural diversity with additional flex holidays in addition to our company paid holidays.
• 🏠Hybrid Work Options: Embrace the flexibility and collaboration of hybrid working. This position will be expected to work in the office 4 days and remotely 1 day a week.
• 🌎World Class Facility: With onsite restaurants, a 7,000 sqft gym, pickleball & basketball courts, spin class/pilates room, bikes, massages, and so much more.
• 🛟Comprehensive Life Insurance: Ensure peace of mind with coverage that extends beyond the workplace with employer paid life insurance (including coverage for dependents and spouses).
• 🤝Employee Resource Groups (ERGs): Join us in fostering connections, celebrating diversity, and providing a supportive community for all.

At Clearlink, we go beyond the basics, ensuring your experience with us is not just professionally fulfilling but personally enriching too.
Interviewing at ClearlinkWe know interviews can be stressful. Here are some stages you can expect from a typical interview with Clearlink.

• Once your application is submitted, we will review it and be in touch
• 30-min phone call with a Clearlink Recruiter
• 30-min interview with the Hiring Team

Some interview processes can vary, depending on the role. Your recruiter will give you a role-specific interview process during your first phone call.
Why Work For UsSince 2001, Clearlink has been dedicated to fostering growth and embracing opportunities. Our mission is to strengthen our workforce to build brands that guide users and customers toward decisions that enhance their lives. We encourage our employees to “Act as an Owner” – to voice their thoughts, share innovative ideas, and authentically bring their whole selves to work. Join us in our forward-thinking and inclusive community, where your expertise, background, and unique perspective are always valued.
Clearlink Partners & Awards:

• Partnered with The Period Project for easy access to menstrual hygiene products.
• Awarded the 2022 Shatter List for breaking glass ceilings in technology.
• Received the 2023 Women’s Leadership Institute Award, pledging to elevate women’s leadership.

Clearlink Values (CLEAR):

• Create Community
• Learn & Grow
• Embrace Opportunity
• Act Like An Owner
• Respect Every Person

Committed to accessibility, we encourage you to share any accommodation needs during the application or employment process. Your unique strengths matter, and we are dedicated to providing the necessary support for your success at Clearlink.