What are the responsibilities and job description for the Call Center Quality Assurance Team Lead position at EmergePros?
We are partnered with a fast 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
- At least 2 years of experience in a leadership or supervisory role in Quality Assurance
- Minimum of 1-2 years of experience in insurance call center quality assurance or compliance
- 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.
#INDIND
Job Type: Full-time
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Quality assurance: 2 years (Required)
- Team Lead: 2 years (Required)
Ability to Commute:
- Clearwater, FL 33764 (Required)
Work Location: In person
Salary : $60,000 - $65,000
