Quality Assurance Analyst

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

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 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.