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Quality Assurance Manager

Company: Enhance Health
Location: Coral Springs
Posted on: November 19, 2022

Job Description:

Quality Assurance Manager
Enhance Health is a rapidly growing Medicare organization poised for explosive growth through the creation of meaningful insurance sales conversations. As a startup- your talents and vision can make a real impact on the company's future. You'll make tangible contributions to the success of our organization, which is already backed by one of the world's biggest private equity firms, and a team who's eager for your unique and valuable perspective



JOB SUMMARY

The Quality Assurance Manager (QAM) is responsible for monitoring and assessing the quality of the performance of our Lead Providers. The QAS will monitor inbound calls and Lead Vendor marketing to assess the quality of leads provided and the business practices in acquiring leads to ensure alignment to company policies and procedures and compliance with regulatory requirements. This individual will assist in developing and implementing quality processes and procedures; as well as make recommendations for enhancements of training material as needed to enhance the overall customers experience.

PRIMARY RESPONSIBILITIES

Participate in the design of call and marketing monitoring formats and quality standards.


Listen to and monitor Lead Vendor calls for customer satisfaction, compliance, and conformity with Enhance Health processes.


Monitor Lead Vendor marketing practices for customer satisfaction, compliance, and conformity with Enhance Health processes.


Support the overall Quality Assurance workflow by conducting Lead Vendor call evaluations and providing feedback to Leadership Teams.


Use quality monitoring data management system to compile and track performance of Lead Vendors.


Coordinate and facilitate calibration sessions to address consistency with monitoring trends.


Ability to review and reconcile Lead Vendor invoices.


EDUCATION AND EXPERIENCE

Education Required

Bachelor's Degree in Business or related field, preferred.


Type of Experience

Minimum of two years of professional QA Management experience.


Minimum of two years of experience in a contact/call center environment


Minimum of two years of quality assurance/monitoring experience


Ability to prioritize a heavy workload in a dynamic fast paced environment


Ability to follow compliance policy and procedure.


Knowledge and Skills

Strong written and verbal communication skills


Strong attention to detail


Proficiency in Google Applications is required


Ability to recognize and remedy operational issues as well as work with management to resolve
Experience with Medicare Insurance, preferred


Benefits
Medical Dental, Vision, Life, 401K, PTO
Generous compensation

Keywords: Enhance Health, Pompano Beach , Quality Assurance Manager, Executive , Coral Springs, Florida

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