The Quality Assurance Support Specialist assists the Team with administrative responsibilities while monitoring and assessing the calls executed by Benefit Counselors/Enrollers through the Benefit Support Call Center (BSC) for quality and adherence.

This is a Full-time Temporary Contract Position 

Role and Responsibilities

• Monitor live and recorded calls within the Benefit Support Center for standards of quality and completion, per company guidelines and client expectation

• Provide structured and relevant feedback to our BSC Counselors 

• Monitor engagement activity in case trainings and chats 

• Monitor adherence to attendance policies and appointment schedule

• Work with a sense of urgency to meets all deadlines with proactive communication 

Qualifications and Education Requirements

• High School Diploma or equivalent 

• 2-3 years insurance sales or customer service call center experience

• Relevant call center QA or call monitoring or sales coaching experience

• Work from home or remote experience

• Tech savvy; strong knowledge of computer systems, Excel, Google platforms and other systems

• Must be fluent in English and able to demonstrate strong communication skills such as impeccable grammar, spelling and reading skills. Ability to communicate effectively in a professional manner, verbally and in writing

• Bilingual Spanish fluency highly preferred

Preferred Skills

• Highly PC proficient, able to maneuver multiple devices, systems and screens

• Attention to detail and quality-oriented

• Multi-task oriented

• Exposure and/or interest in Insurance and/or Employee Benefits (Voluntary & Group Plans)

• Ability to remain highly motivated while working independently in a fast-pace environment

• Analytical thinker and problem solver

• Excellent listening and interpersonal skills

• Confident, approachable, and positive attitude

• Excellent oral and written communication skills

• Demonstrates accountability to individual responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)

What We Offer

• Competitive hourly pay

• All equipment provided: Computer, Monitors, Keyboard, Headset

• Work From Home full-time

• Personalized Coaching and Specialized Training and Development Opportunities

• Rewards & Recognition for Stellar Performance

• Potential for Advancement (Most of our promotions are internal) or Contract Extension

• An opportunity to join a family of motivated leaders and self-starters within a diverse and 

inclusive culture