Quality Monitoring Specialist
eHealthInsurance - Salt Lake City, UT

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eHealthInsurance Services, Inc.

Job Description

Quality Monitoring Specialist

Position Description:
Chief responsibility is to review and score audio files of handled phone calls from sales agents and enrollment CSRs. QM specialist will also be the frontline compliance person who will be listening for any conversations that might pose regulatory issues. This person will work closely with the QM Manager to put together materials for monthly calibration calls to ensure all agents are being score consistently.

Job Duties:
Listening to at least 2% of all handled calls

Flagging calls that require management attention

Providing feedback on agents calls for monthly calibration sessions

Suggest improvements and innovations to management

Telephone calls from members, carriers and Sales representatives.

Handle all assigned tasks.

Research tasks assigned by management (i.e. pull calls that carriers or management requests—reviewing for management prior to sending to carriers).

High School diploma required, some College education preferred.

Insurance or Call Center experience preferred.

Word and Excel experience.

Internet & e-mail familiar.

Ability to communicate effectively verbally and in writing.

Familiarity with Medicare regulations a plus

Detail oriented.

Strongly skilled in organization & prioritization.

Ability to work in a team environment.

About this company
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eHealth brought e-commerce to the insurance business. Through its eHealthInsurance subsidiary, the company sells health insurance online to...