Medicare QA Analyst - Call Quality & Compliance

Insurance Administrative Solutions, L.l.c.; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

--

Job summary

Integrity is seeking a committed Quality Assurance Analyst to join our team. If you have a proven background in QA and exceptional client service, we would love to talk with you. Experience in the Medicare industry is a definite plus.

Responsibilities include performing call monitoring using Five9 Virtual Observer, analyzing calls for adherence to guidelines, and grading agent performance. You will collaborate with the QA team to achieve shared goals and support the needs of the organization.

Qualifications

• Bachelor’s degree in related field or equivalent experience.
• 0-2 years of related experience; call center experience preferred (Medicare/insurance advantageous).
• Experience with Quality Assurance tools (Five9 Virtual Observer) desirable.
• Strong written, interpersonal, and analytical communication skills.
• Proficient in Microsoft Excel and Google platforms.

Responsibilities

• Perform call monitoring and provide accurate analysis using Five9 Virtual Observer and client call platforms.
• Analyze calls for adherence to call center/vendor guidelines.
• Grade and report on agent performance accurately and efficiently.
• Compile and track performance using QA tools.
• Collaborate with QA team to achieve team goals.
• Perform other duties as assigned.

Job description

Integrity is seeking a committed Quality Assurance Analyst to join our team. If you have a proven background in QA and exceptional client service, we would love to talk with you. Experience in the Medicare industry is a definite plus.

Responsibilities include performing call monitoring using Five9 Virtual Observer, analyzing calls for adherence to guidelines, and grading agent performance. You will collaborate with the QA team to achieve shared goals and support the needs of the organization.