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Quality Assurance Specialist
Summary
Title:Quality Assurance Specialist
ID:20160068
Location:Tampa, FL
Description
HealthPlanOne (HPOne), founded in 2006, is a leading online health insurance brokerage headquartered in Shelton, CT with offices in Tampa, FL, and Phoenix, AZ.  Licensed in all 50 states, HPOne offers a robust online platform for consumers to research and select health insurance plans from a wide range of offerings by leading national and most regional carriers. We provide both online and offline support from nationally licensed sales representatives who are trained to help navigate the difficult process of selecting an individual, family, small group or Medicare plan.  
 
Responsibilities:
HPOne is seeking an independent quality professional for the role of Quality Assurance Specialist.  The ideal candidate will have a strong customer service and quality background that will aid in supporting oversight, process improvement and reporting efforts. The Quality Assurance Specialist will report to the Quality Assurance Manager and will manage quality assurance efforts with regard to a specific team of sales professionals to assist in quality reporting for process improvement efforts. 
 
Duties:
  • Participate in the monitoring of sales representative calls by evaluating the quality of each call based on established criteria, guidelines and standards.
  • Routinely develop concise quality summary reports for tracking and trending of call center operations success.
  • Identify and assist in the operationalization of process improvements.
  • Participate in routine meetings and calibration sessions with sales supervisor(s) and sales representatives.
  • Ensure applicable quality assurance standards are communicated to sales team, as assigned.
  • Gather and disseminate information gained through meetings/calibration sessions to assist in development of best practices and process improvement.
  • Perform other duties as may be assigned from time to time.
 
Experience/Requirements
 
  • 2-3 years relevant experience in a health plan environment is required.
  • Experience with a multi-faceted sales organization and/or a quality assurance role is preferred.
  • Must be able to demonstrate initiative in project-related activities and act independently as needed.
  • Excellent interpersonal and listening skills with a positive attitude and an openness to learning while helping to effectuate change.
  • Must be analytical, organized, detail-oriented, and dependable.
  • Excellent written and verbal communication skills are required.
  • Excellent proofreading skills and attention to detail a must.
 
 
This opening is closed and is no longer accepting applications