Quality Assurance Partner

eHealthInsurance has many exciting career opportunities in a number of locations, across various functions. Come join us today!

The SMU QA Partner works directly with sales supervisors, the QA management team, and carrier partners, and will assist with the implementation of the sales quality and compliance standards, including but not limited to agent oversight processes.

ESSENTIAL RESPONSIBILITIES:

Call Monitoring:

• 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 in retrieving call recordings at the request of eHealth carrier partners, marketing, and sales teams, providing summaries of findings within established timeframes. 
• Partner and collaborate with the sales team to create and update sales process expectations effectively and thoughtfully.
• 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.
• Analyze data from Level AI platform and package into actionable insights for the sales team.

Other Duties:

• Maintain knowledge through continued education/training of all applicable Centers for Medicare & Medicaid Services (CMS) regulatory guidance with the ability to interpret and communicate to others in layman’s terms. 
• Stay informed of changes in sales philosophies, techniques and best practices, using those to inform sales coaching.
• Maintain knowledge through continued education/training of various sales and carrier processes, tools, technologies, and various carrier-specific monitoring requirements.
• Analyze data and trends, and proactively recommend opportunities to enhance the customer experience and sales performance.
• Develop and implement AI-based quality control methodologies to improve accuracy
• Collaborate with data science teams to integrate AI models into quality assurance processes
• Other duties as assigned.

MINIMUM QUALIFICATIONS/REQUIREMENTS:

• Bachelor's Degree, or the equivalent combination of education, professional training, and/or …