Anthem Quality Analyst

Connexion Point; United States; On-site; USD 52,000 - 76,000; Full time

Job summary

Integrity is seeking a Quality Assurance Analyst to join our team, using Five9 Virtual Observer to monitor calls and assess agent performance. Experience in the Medicare or insurance space is a plus.

The ideal candidate will have a Bachelor’s degree, up to two years of related experience, and strong communication, time management, and teamwork skills. Join a fast-growing company headquartered in Dallas with a focus on service excellence.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 0–2 years of related experience.
• Call center experience preferred, preferably in the Medicare or insurance Industry.
• Consistent adherence to attendance requirements and reliability.
• Outstanding written, interpersonal, and analytical communication skills, including exceptional listening abilities.
• Strong time management, multitasking skills, and adaptability in a dynamic work environment.
• Proficient in Microsoft Excel, Google platforms, and general computer and internet technologies.
• Proven commitment to customer service excellence and effective teamwork.

Responsibilities

• Perform call monitoring and provide accurate analysis of calls using Five9 Virtual Observer evaluation software and client call platforms/databases.
• Analyze calls for adherence and compliance with call center/vendor guidelines.
• Grade and report on agent performance efficiently and accurately.
• Use quality monitoring Five9 Virtual Observer to compile and track performance.
• Work effectively and cooperatively with the QA team to achieve team goals.
• Perform other duties as assigned to support the needs of the team.

Skills

Communication

Time management

Multitasking

Adaptability

Customer service

Education

Bachelor's degree or equivalent experience

Tools

Five9 Virtual Observer

Excel

Google platforms

Job description

Job Summary:

We are seeking committed, talented, Quality Assurance Analyst, who pride themselves in excellence, to join our team of professionals. If you have a proven background in Quality Assurance and exceptional Client Service, we would love to talk with you. Experience in the Medicare industry is a definite plus.

Let’s talk job responsibilities:

• Perform call monitoring and provide accurate analysis of calls using standardized analysis methods through Five 9 Virtual Observer evaluation software and client call platforms/databases.
• Analyze calls for adherence and compliance with call center/vendor guidelines.
• Grade and report on agent performance efficiently and accurately.
• Use quality monitoring Five 9 Virtual Observer to compile and track performance.
• Work effectively and cooperatively with the QA team to achieve team goals.
• Perform other duties as assigned to support the needs of the team.

Your experience and skills:

• Bachelor’s degree in related field for equivalent experience
• 0-2 years of related experience
• Call Center experience preferred, preferably in the Medicare or insurance Industry
• Consistent adherence to attendance requirements and demonstrated reliability.
• Outstanding written, interpersonal, and analytical communication skills, including exceptional listening abilities.
• Strong time management, multitasking skills, and adaptability in a dynamic work environment.
• Proficient in Microsoft Excel, Google platforms, and general computer and internet technologies.
• Proven commitment to customer service excellence and effective teamwork.

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.