Be an early applicantLess than 25 applicantsPosted by Agency
Jobs via eFinancialCareers ยท 3 days ago
Quality Specialist I
Alpharetta, GA
Full-time
Onsite
Entry, Mid Level
$55K/yr - $65K/yr
2+ years exp
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Responsibilities
Performs daily quality audits for Analysts in benefit adjudication, customer care, outbound calls, online chat, and email to meet client SLAs/SOPs.
Conducts audits, identifies coaching opportunities, and provides feedback to the Analysts.
Documents and files all coaching documentation and emails as per SOPs.
Communicates with the management team about Analysts not meeting standards.
Performs surveillance of customer transactions/processes and identifies opportunities for process enhancements.
Leads Performance Meetings with clients and prepares performance reporting for review calls.
Identifies performance trends, makes training recommendations, and suggests policy/procedure changes.
Leads annual audits with clients and ensures all required documentation is completed.
Qualification
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Required
2 + years of quality assurance experience, preferably in a contact center or insurance environment
Ability to provide direct feedback and one-on-one coaching
Possesses good working knowledge of adult learning styles, theories, and methods
Excellent verbal and written communications skills
Must be comfortable with technology and able to fully utilize PC office products such as Word, Excel, Power Point, and Outlook
Ability to work independently and meet deadlines with strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and teamwork
Preferred
Bilingual in Spanish
College preferred or equivalent work experience
Benefits
401(k) savings plan with employer contributions
Employee stock purchase plan
Medical, dental, and vision insurance
Various types of leaves of absence
Paid time off including 12 paid holidays and 15 days of paid vacation per year
Paid sick leave
Short-term disability and optional long-term disability
Health savings account
Health care and dependent care reimbursement accounts
Employee and dependent life insurance and supplemental life and AD&D insurance
Optional personal insurance policies
Adoption assistance
Tuition assistance
Commuter benefits
Employee assistance program including free counseling sessions
Company
Jobs via eFinancialCareers
The space to inspire and grow exceptional careers in financial services and tech.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase
