Remote QA Analyst: Elevate Call Quality & Compliance

Integrity; Hot Springs (AR); On-site; USD 52,000 - 76,000; Full time

Job summary

Integrity is seeking a licensed QA Analyst for a remote role focused on quality assurance for calls and interactions within Medicare-related services. The Specialist conducts evaluations, monitors calls, and ensures compliance with CMS guidelines and company policies.

The candidate should possess strong communication skills, confidentiality, and proficiency with MS Office, with bilingual ability preferred but not required.

Qualifications

• Quality assurance experience with evaluation of calls and interactions.
• Strong communication and confidentiality skills.
• Proactive, detail-oriented with ability to follow scripts and policies.

Responsibilities

• Review a high volume of calls to maintain and develop call quality standards.
• Direct quality initiatives by enforcing quality management policies and procedures.
• Verify results by measuring scripts, product knowledge, sales, service, and CMS guidelines.
• Provide feedback and coaching through evaluations.
• Maintain audit reporting and liaise with carrier partners for compliance.
• Communicate concerns based on call listening to management.
• Respond to carrier requests for call monitoring and member support.
• Assist with audit and revision of quality scoring models.
• Ensure the Internal Sales Center aligns with policies and procedures; present recommendations when needed.
• Formulate responses to member and carrier escalations.
• Other duties as assigned.

Skills

Quality assurance

Communication

Attention to detail

MS Office

Tools

MS Office

Job description

Integrity is seeking a licensed QA Analyst for a remote role focused on quality assurance for calls and interactions within Medicare-related services. The Specialist conducts evaluations, monitors calls, and ensures compliance with CMS guidelines and company policies.

The candidate should possess strong communication skills, confidentiality, and proficiency with MS Office, with bilingual ability preferred but not required.