Now Hiring - Alliant Insurance Services - Insurance Call Center QA Manager in Charlotte, NC

Full description of the position

Medigap Life is part of the Alliant family of companies. Medigap Life specializes in affordable Medicare Health Plans. We work with several insurance companies to help you find a plan that fits your needs. We help you compare Medicare Supplements, Medicare Advantage & Part D Prescription Drug plans.

Social media link: [please apply online]
The Call Center QA Manager is responsible for collaborating with management and compliance to ensure quality metrics are met by the licensed agents through adherence to our best practices and procedures. This position evaluates and identifies key behaviors that drive and/or reduce sales to improve the customer experience.

Responsibilities:

• Direct supervision of Call Center Quality Assurance Coordinators.
• Supervisory responsibilities include hiring/terminating, disciplinary actions, assigning/checking work, plan/appraise job performance measurements, performance reviews, compensation recommendations, new hire orientation and training;
• Enforce policies, procedures, and best practices;
• Ensure that Licensed Agents meet quality, compliance, and guidelines through all interactions with customers;
• Perform routine audits and track call performance;
• Instruct coordinators on best reporting and coaching techniques;
• Work with Sales Managers to enhance and condition compliant sales behavior and sales practices;
• Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Call Center Sales Manager;
• Develop reporting KPIs to establish benchmarks regarding rapid disenrollment, placement rate, raw persistency and more;
• Operate in tandem with Human Resources regarding Performance Improvement Plan (PIP) and issuance of verbal and written warnings in addition to the Corrective Action Plan;
• To coordinate with Carrier requests surrounding compliance, scorecards, recordings, audits, leads, PTC and other misc. requests;
• Managing Carrier Section A CTM (Section A) requests for licensed agent non-compliance and complaints;
• Non-appointment license requests for enrollments conducted by agents which defined as root cause partner investigations;
• Stay informed on changes in the industry and what other companies are practicing in order to improve customer experience;
• Recommend changes in the policy and procedures to stay up to date with new trends or changes in the industry;

Performs other duties as assigned by management. *

Qualifications:

• 1-3 years experience in the healthcare insurance call center quality assurance
• High School Diploma or GED
• Bachelors Degree a plus
• Strong verbal and written proficiencies of the English language is required and bilingual (Spanish and English) a plus.
• Ability to monitor recorded calls and ensure agents stay compliant with company policies and procedures.
• Knowledge of the general industry procedures, standards, systems, resources, practices, and terminology.
• Working knowledge of federal, state, and local laws as well as industry regulations.
• Strong ability to effectively communicate, interact, and work with individuals and groups.

Equal Opportunity Employer; SMS participates in the E-Verify system.