Sales Quality Assurance Specialist

eHealthinsurance Services, Inc.; United States; Remote; USD 50,000 - 64,000; Full time

Job summary

Join a leading company as a Sales Quality Assurance Specialist, where you will support sales monitoring and compliance standards. This role requires analytical skills and communication prowess, aiming to improve the quality of customer service in health insurance sales. Enjoy generous benefits and be part of a team that fosters creativity and collaboration. Apply now to be a part of a meaningful mission!

Benefits

Medical, dental and vision benefits

401K with matching

Tuition reimbursement

Employee stock purchase program

12 company paid holidays and flexible time off

Qualifications

• 3+ years of relevant work experience, preferably in a call center or Medicare industries.
• Knowledge of risk assessment concepts.
• Ability to execute in a fast-paced environment.

Responsibilities

• Execute sales quality monitoring assessments of sales agents.
• Report QA results to management teams.
• Collaborate with sales leadership to enhance quality standards.

Skills

Excellent written and verbal communication

Analytical thinking

Team player

Education

Bachelor's Degree

Tools

NICE inContact

LevelAI

Job description

Sales Quality Assurance Specialist page is loaded

Sales Quality Assurance Specialist

Apply locations USA Remote time type Full time posted on Posted 2 Days Ago job requisition id R4050

Join us in creating a better way!

At eHealth, our mission is to expertly guide consumers through their health insurance and related options when, where, and how they prefer. We’re creating a better way – one that’s transparent and trustworthy for both our consumers externally and our employees internally.

Move your career forward while connecting countless people to the life- changing, quality care they deserve. Our diverse team of innovators supports one another in solving some of the toughest challenges. We’re always on the lookout for creative opportunities to do right by our customers, and each other. Together, we’re creating a better way to work, united by our common passion to make a difference.

The Sales Master University (SMU) Quality Assurance Partner works directly with sales supervisors, the QA management team and carrier partners, and will assist with the implementation of the sales quality and compliance standards, including but not limited to agent oversight processes.

What You Will Do:

Call Monitoring:

• With supervision from the Quality Management team, execute sales quality monitoring assessments of sales agents, document results within established repository in accordance with defined departmental policies and procedures.
• You will be trained on Centers for Medicare & Medicaid Services (CMS) regulatory guidance and knowledge prior to being able to execute the job.
• Report QA results to the Sales and Quality management teams.
• Participate in conference calls with eHealth carrier partners and sales leaders to discuss quality monitoring standards and results, while maintaining a strong partnership and collaboration with the client.
• Participate in calibration calls with sales leadership, offering feedback and guidance on trends within the call center.
• Assist in retrieving call recordings at the request of eHealth carrier partners, marketing, and sales teams, providing summaries of findings within established timeframes.
• Partner and collaborate with the sales team to create and update sales process expectations effectively and thoughtfully.
• Assist with sales agent coaching and formal and informal re-training via conference calls, meetings, written communications such as memorandums and training presentations.
• Maintain knowledge through continued education/training of LevelAI platform (or other machine learning technologies) with a focus on continuously training the large language model based on call center needs.
• Analyze data from Level AI platform and package into actionable insights for the sales team.

Other Duties:

• Maintain knowledge through continued education/training of all applicable Centers for Medicare & Medicaid Services (CMS) regulatory guidance with the ability to interpret and communicate to others in layman’s terms.
• Stay informed of changes in sales philosophies, techniques and best practices, using those to inform sales coaching.
• Maintain knowledge through continued education/training of various sales and carrier processes, tools, technologies, and various carrier-specific monitoring requirements.
• Analyze data and trends, and proactively recommend opportunities to enhance the customer experience and sales performance.
• Develop and implement AI-based quality control methodologies to improve accuracy
• Collaborate with data science teams to integrate AI models into quality assurance processes
• Other duties as assigned.

Who You Are:

• Bachelor's Degree, or the equivalent combination of education, professional training, and/or work experience
• 3+ years of relevant work experience, preferably in a call center or Medicare industries
• Excellent written and verbal communication skills
• Knowledge of risk assessment concepts
• Analytical thinker with the ability to execute in a fast-paced environment in which priorities may frequently change.
• Team player, willing to share best practices and assist peers, as necessary.

Preferred Qualifications:

• Experience with NICE inContact, LevelAI or other AI solutions
• Basic knowledge of quality assurance and continuous improvement concepts, procedures, and processes
• Outstanding time management skills, with a track record of making deadlines in a fast-paced environment
• Exceptional organizational skills, with the ability to multitask and manage competing priorities

What we offer:

• Generous benefits include medical, dental and vision beginning on your first day of employment
• 401K with matching
• Tuition reimbursement
• Employee stock purchase program
• 12 company paid holidays and flexible time off (PTO for non-exempt)

*Please note the above is a summary of responsibilities; a full job description is available upon request.

Application deadline: July 7, 2025.

#LI-Remote

#LI- DC

-

The base pay range reflects the anticipated pay range for this position. The actual base pay offered will depend on various factors including individual skills, experience, performance, qualifications, the department budget, and the location where work is performed. Base pay is one component of eHealth’s total rewards package, which also includes an annual performance bonus, plus an array of benefits designed to support employees’ personal and professional wellness. For more information on our total rewards offerings, please visit our career site.

-

Base Pay Range -$50,600 - $63,300

-

eHealth is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, national origin, age, marital status, sexual orientation, genetic information, disability, protected veteran status, or any other consideration made unlawful by applicable federal, state or local laws. The foundation of these policies is our commitment to treat everyone fairly and equally and to have a bias-free work environment.

About Us

Through our leading technology, far-reaching partnerships, consumer advocacy and industry expertise, we work tirelessly to be the online standard for finding, comparing and buying individual, family, small business and Medicare health insurance. Our customer care specialists and licensed agents are available to provide personalized assistance 24 hours a day, 7 days a week over the internet, telephone, email, fax or online chat.
When private insurance is not an option, we can connect people to public assistance programs to help them find the care they need. Anyone in need of access to health coverage has an ally in eHealth.

RECRUITMENT SCAMS

Please read an important notice on fraudulent recruitment communications.

Take care to avoid fraudulent communications purporting to be on behalf of eHealth.

Recent incidents have occurred involving organizations falsely claiming to recruit on behalf of eHealth. These organizations, purporting to either work for or be affiliated with eHealth, notify individuals that their qualifications were found suitable to work as an employee (local or expatriate) for eHealth and solicit the transfer of significant sums of money to pay for work permits, insurance policies, etc.

Please note that eHealth does not (nor do any of the organizations that recruit on our behalf) ever ask for money or payments from applicants at any point in the recruitment process. All individuals who are successful in gaining an offer of employment from eHealth, whether directly or indirectly, are always required to go through a formal recruitment process.

Please note that these communications are fraudulent. They do not originate from eHealth nor are they associated with eHealth’s recruitment process.

Noticeable points of such communications are that the communications come from non-eHealth e-mail addresses (e.g. from a yahoo.com address); the use of English is poor; and that money is requested at some stage.

We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar. Do not disclose your personal or financial details to anyone you do not know. If you receive such proposals, we would advise you to contact your local police station and provide them with all information you may have from the senders (email addresses, phone/fax details, etc.).