What are the responsibilities and job description for the Quality Assurance Analyst position at Health Insurance Alliance LLC?
Position: Quality Assurance Analyst
Location: In office, Fort Lauderdale, FL
Status: Full Time, Hourly
Dress code: Business Casual, Casual Fridays
About Us
Hi, my name is Chris Overstreet, QA Manager. We are adding a Quality Assurance Analyst to join our QA team at Health Insurance Alliance (HIA). We are a rapidly growing technology focused Insurance sales company, Our employees maintain a competitive nature and a desire to succeed above all.
As a Quality Assurance Analyst at Health Insurance Alliance, you will ensure that the agents across different departments consistently deliver outstanding service to our valued customers. Your main responsibilities will include conducting daily audits on delegated departments, preparing and analyzing special requested reports for management, and evaluating the overall performance of the different departments quality assurance is responsible for auditing.
Our philosophy is to provide a quality service to our clients, offering an easy and seamless experience from start to finish. We compassionately strive to take all of our clients’ needs into consideration, which helps lead us to have a well-rounded understanding of who they are and what they want so that we can offer them the highest level of quality healthcare products out there.
At HIA, we recognize that our most valuable asset is our people. We prioritize creating an inclusive and diverse workforce where every individual feels valued, respected, and empowered.
The Opportunity
- You will support the QA Manager by providing feedback to assist with mentoring, guiding, and training the QA team in addition to helping the team with any call grading questions.
- You will ensure that the QA team is following all compliance processes correctly by analyzing reports across the team-.
- You will act as a liaison between the QA team and the QA Manager, supporting their growth and development.
- You will act as a backup to facilitate meetings and ensure effective communication within the team.
- You will perform daily audits on the interactions and transactions of delegated Representatives across multiple programs (U65, ACA, Medicare and Customer Service).
- You will evaluate the quality of agent-to-client interactions, including calls for compliance with company policies.
- You will identify areas for improvement and provide constructive feedback for the Quality Assurance agents to enhance their performance.
- You will assist in reviewing submitted scorecards for coaching opportunities to the Quality Assurance agents.
- You will assist in training new hires and showing them what the company standard for Quality Assurance is expected to be.
What you bring to the table
- You have demonstrated experience as a compliance or quality assurance analyst for customer success, and knowledge in the Health Insurance industry is a plus.
- You are skilled in analyzing data and reporting and able to present the data in a digestible manner.
- You have an eye for detail, an ear for active listening, and a desire to grow within the company.
- You have strong interpersonal and communication skills.
- You have a proven ability to analyze technical issues and provide appropriate solutions.
- You are a resourceful problem solver who is self motivated.
- You have strong organization and multitasking skills with the ability to create structure.
- You are familiar with both Microsoft Office and Google Suite.
- You are tech-savvy with Microsoft computers and can troubleshoot minor technical issues. Experience with CRMs such as five9 is a plus.
- You are detail oriented and diligent in your documentation and analysis.
You are reliable and punctual.
Location & Hours
- This is an In office position. Our office is located in Fort Lauderdale, Florida.
- This full-time, hands-on position is fast-paced. The shift is standard 8 hours with a 1 hour lunch between department hours of 9:00 AM to 7:00 PM Monday through Thursday and 9:00 AM to 5:00 PM Friday.
- After successfully completing a 90 day probationary period, you will be eligible for overtime as available.
- Mandatory Department meetings are on Tuesdays at 9 AM, Wednesdays at 10 AM, and Thursdays at 10 AM. Additionally, there is a mandatory company meeting on the first of each month at 8:40 AM.
Ability to work late hours and weekend days during Open Enrollment season when department hours are extended.
Compensation
Base rate: $19.00/hour
Benefits
- Competitive Compensation Bonus Incentives
- Dive into hands-on paid training from our leadership team
- Health, Vision & Dental Insurance after three month Probationary Period (Optional)
- 401 K Company Matching after three month Probationary Period (Optional)
- Great Career development opportunities
Monthly Team Lunches
The Interview Process
Round 1: Phone screen with the HR Department
Round 2: In-person interview with Chris Overstreet (QA Manager) Christine Gilis (Compliance Manager)
> Conduct references and background check
> Offer
How We Hire
HIA is committed to a fair and equitable hiring process for all candidates. To ensure that each candidate’s journey is consistent and the selection process is unbiased, the HIA team will not respond to personal messages regarding this role or other opportunities.
HIA is a proud equal-opportunity workplace committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
HIA is committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application or email hr@alliancenationalhealth.com.
Salary : $19
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