Medicare QA Analyst — Call Quality & Compliance

Integrity Marketing Group; Washington (District of Columbia); On-site; USD 52,000 - 72,000; Full time

Job summary

Integrity Marketing Group is seeking a Quality Assurance Analyst to join our team of professionals. You will monitor calls, analyze performance using Five9 Virtual Observer and client platforms, and report on agent quality with accuracy and timeliness.

The ideal candidate has a Bachelor's degree or equivalent experience, 0–2 years in a call center, and strong written and interpersonal communication. Knowledge of Medicare or insurance is a plus and reliable attendance is essential.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• 0-2 years of related experience; call center experience preferred (Medicare/insurance).
• Excellent written, interpersonal, and analytical communication; strong listening.
• Proficient in Microsoft Excel and Google platforms; reliable and punctual.

Responsibilities

• Perform call monitoring and analyze calls using Five9 Virtual Observer and client platforms.
• Assess calls for adherence to call center/vendor guidelines.
• Grade and report on agent performance efficiently.
• Collaborate with QA team to achieve goals.
• Perform other duties to support the team.

Skills

Analytical thinking

Written communication

Interpersonal skills

Time management

Education

Bachelor's degree or equivalent experience

Tools

Five9 Virtual Observer

Excel

Google Workspace

Job description

Integrity Marketing Group is seeking a Quality Assurance Analyst to join our team of professionals. You will monitor calls, analyze performance using Five9 Virtual Observer and client platforms, and report on agent quality with accuracy and timeliness.

The ideal candidate has a Bachelor's degree or equivalent experience, 0–2 years in a call center, and strong written and interpersonal communication. Knowledge of Medicare or insurance is a plus and reliable attendance is essential.