Associate Call Center QA Coordinator

SUMMARY

Responsible for assisting with the oversight and management of the Call Center Compliance operations including providing support, and guidance to ensure the Company's operations are conducted in compliance with ethical business practices, Company policies and legal/regulatory requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides direct supervision of Call Center QA Audit Associate which includes disciplinary actions, assigning/checking work, planning/appraisal of job performance measures, performance reviews and new hire training.

• Provides policy and operational leadership.

• Assists with administering QA resources and training QA representatives when needed.

• Coordinates, records, maintains and monitors quality assurance compliance records.

• Provides reports and analysis ensuring that all data records are complete.

• Assists with the proper reporting of violations or potential violations to management teams.

• Identifies potential areas of quality assurance compliance vulnerability and risk.

• Develops and implements corrective action plans to resolve identified issues, and provides guidance for the timely resolution of future issues.

QUALIFICATIONS

EDUCATION / EXPERIENCE

High School Diploma or GED

Three (3) or more years or related field (financial services, marketing, web-based business, business-to-business customer service or call center) experience

One (1) or more years general insurance industry

Medicare Insurance industry experience

SKILLS

Working knowledge of insurance services industries and specific current knowledge of call center operations including, without limitation, phone systems, quality assurance reviews and operations.

Knowledge of the general industry procedures, practices and terminology.

Skill in working effectively with inbound and outbound callers/customers.

Skill in negotiating and problem solving to resolve internal and external conflicts.

Skill in the use of office equipment including computer, fax, printer, telephone system, etc.

Skill in the use of time management and organization skills.

Skill in maintaining effective working relationships with all customers, employees and the general public.

Skill in project management.

Proficient computer skills (Microsoft/Word, Excel, PowerPoint, Adobe Acrobat, MS Outlook software preferred).

Ability to communicate effectively, both orally and in writing, in a constructive manner.

Ability to approach and communicate with a wide range of personalities in a professional and courteous manner.

Ability to be patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations.

Ability to engage in effective interpersonal interaction, verbal communication and written communication.

Ability to persuade.

Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests.

Ability to read, write and communicate English effectively.

Ability to maintain all company policies, including all confidentiality and safety policies.

Ability to actively contribute to team effort.

Ability to work independently, exercise independent judgment, make and execute decisions.

Ability to be a self-starter, motivated and accomplish goals and tasks within a given time frame.

Strong verbal and written proficiencies of the English language is required and bilingual (Spanish and English) preferred.

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• West Palm Beach, FL, USA