Quality Assurance Partner

We are seeking an experienced, passionate SMU QA Partner. The Quality Assurance Partner works directly with sales supervisors, the QA management team, and carrier partners. They assist with the implementation of the sales quality and compliance standards, including but not limited to agent oversight processes. We value integrity and accountability. What you’ll do: 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 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. Demonstrate eHealth’s values in your behaviors, practices, and decisions. Who you are: You are an experienced Quality Assurance Partner, with a minimum 3 years of relevant work experience, preferably in a call center or Medicare industries Knowledge of risk assessment concepts Analytical thinker, that can execute in a fast-paced environment in which priorities can frequently change. Team player, willing to share best practices and assist peers, as necessary. Bachelor's Degree, or the equivalent combination of education, professional training, and/or work experience Experience with NICE inContact, LevelAI or other AI solutions Basic knowledge of quality assurance and continuous improvement concepts, procedures, and processes Exceptional organizational skills, with the ability to multitask and manage competing priorities What we offer: Generous benefits include medical, dental, and vision. Benefits start on your first day of employment 401K with company match Pet insurance Tuition Employee stock purchase program

Salary : $51,000 - $63,000