PHL_Quality Assurance Representative

Sales Quality Assurance Representative (QA)

We strive to be a leader in the healthcare marketing and call center services industry. As fact would have it, we are one of the fastest growing premier providers of healthcare marketing and call center services in the United States. At Gohealth360, LLC we are dedicated to streamlining consumer and brand interactions through effective education, training and hiring of the best team members we can find.

Job Description

Sales Quality Assurance Representative (QA) is responsible for assessing the quality of the performance of our Sales Representative who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associate's demeanor, technical accuracy, sales & customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall patient experience.

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for staff.
• Provides feedback to team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Assist with special projects and any other duties as assigned by manager.

Quality Assurance Analyst Skills and Qualifications

Product Knowledge and Industry Experience, Strong Oral and Written Communication Skills, Motivational Skills, Results-Oriented, Employee Training Experience, Sales Skills, Self-Motivation, Strong Relationship Building, Customer Service Skills Must be computer Literate

Internet and Hardware Requirement : (equipment is not provided by the company)

What We Offer

COVID-19 considerations : All Employees will be working from Home Permanently. This is a work from home opportunity. "Work from home" means to work in the home in which you reside aka permanent residence.