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The QA Supervisor is responsible for all matters concerning agent calls and the auditing of agent calls. This would include but is not limited to: review of all Quality Assurance program requirements, selection of call universe, carrier call calibrations, all Quality scorecards, Quality auditing systems, oversight of any internal or external QA personnel, and any tools used by agents, used to complete consumer calls and enrollment activities. Ensuring agents do and say the right things on calls with consumers will be the overall priority (current = UAssist).Supervisory Responsibilities:
- Lead and manage a team of Quality Assurance Agents
Duties/Responsibilities:
- Lead and manage any internal team of QAs, ensuring that they meet their own specific goals and metrics and ensure that the team meets the service levels and goals for the team (Internal QA)
- Manage any and all compliance QA aspects of any third parties performing QA on HPO’s behalf (currently TPG) ensuring that they meet any contractual or mutually agreed upon goals for monitoring and service levels, etc. as part of the overall goals and expectations for the HPO QA function. (External QA)
- Work with internal and external AI team for call listening and audit to create scorecards, review findings, fine tune AI, analyze and report on results, and follow up with sales on actions taken regarding the results they receive. (AI)
- Analyze all QA data from any and all QA or monitoring vectors, providing trend analysis and insight. Make sure all QA sources are providing optimal reporting for you to use and analyze.
- Serve as the lead pertaining to any and all systems used to audit or monitor calls, as well as tools that help agents perform better on consumer calls
- Lead all internal call Quality and monitoring efforts
- Lead all efforts on all Quality scorecards
- Lead all reporting and insight regarding any form of call audit or monitoring for compliance purposes
- Serve as lead for any and all carrier call monitoring and calibration
- Serve as lead on any internal call calibration
- Performs other related duties as assigned
Required Skills/Abilities:
- High School diploma or equivalent
- 1-2 years of supervisory experience
- Extremely proficient with technology
- Able to recognize potential risks and escalate appropriately
- Able to work in a fast paced, multi-project work environment
- Excellent organizational skills and attention to detail
- Excellent verbal, telephone and written communication skills
- Proficient in Microsoft Office products (MS Word, Power Point, Excel, Outlook and SharePoint)
Preferred Skills/Abilities:
- 2 years Medicare health insurance, compliance, quality, CMS regulatory affairs, and /or project management experience
- Quality assurance analyst experience or a current and valid Life, Health and Annuity License (215)
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at [email protected]
