QA Analyst and Support Specialist

$39,520 - $41,600/Yr

Benefit Communication Insourcing - Overland Park, KS

Full-time - Entry Level

Overland Park, KS

About the position

The QA Analyst and Support Specialist at Benefit Communication Insourcing plays a crucial role in supporting the QA department by monitoring and evaluating telephonic benefit review sessions, ensuring compliance with company standards, and providing training and administrative support. This position is integral to maintaining high service levels and quality communications within the organization, while also analyzing trends and disseminating data to management.

Responsibilities

• Coordinates, schedules, attends, and tracks QA calibration classes; prepares call recordings for calibration classes as needed.
• Provides administrative, reporting, and tracking support for both web and telephonic surveys.
• Performs call monitoring and evaluates benefit review session effectiveness based on set company standards and enrollment compliance.
• Uses quality monitoring data management system to compile and track performance and enrollment compliance at team and individual levels.
• Identifies quality and compliance concerns during benefit reviews and provides appropriate feedback to benefit counselors and management teams.
• Analyzes overall trends and areas for improvement and communicates actionable data and feedback to team members.
• Supports additional QA functions as needed, including QA requests and monthly reporting.
• Tracks time spent on call monitors, surveys, and all other tasks as required in CRM.
• Operates from the Corporate office as needed to foster collaboration and training.
• Adheres to regulations and company policies regarding data security.
• Provides intermittent phone support for the Benefit Communication department during Open Enrollment and throughout the year.

Requirements

• High School Diploma or GED equivalent.
• Demonstrated polished and articulate interpersonal communications, both written and verbal.
• Current basic working knowledge of Microsoft Word, Excel, and PowerPoint.
• Demonstrated data-entry skills.

Nice-to-haves

• Working knowledge of insurance products, including core and voluntary benefits.
• Life and Health Producer's License.
• 3+ years of previous Administrative and/or customer service experience.
• Proven experience following a step-by-step process while using organization and deductive reasoning to meet deadlines.

Benefits

• Paid training
• Wellness program
• Health savings account
• AD&D insurance
• Paid holidays
• Disability insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Gym membership
• Referral program
• Pet insurance