Customer Service Quality Assurance Specialist (Health Insurance)

About Us

Hi, my name is Fabian Boothe and I am looking for a strong Quality Assurance Analyst to join our Compliance team at Health Insurance Alliance (HIA).  We are a rapidly growing technology focused Insurance sales company, Our employees maintain a competitive nature and a desire to succeed above all.

As a Quality Assurance Specialist at Health Insurance Alliance, you will be responsible for ensuring that the Customer Service Representative (CSR) team consistently delivers outstanding service to our valued customers. Your main responsibilities will include conducting daily audits on delegated CSRs, preparing special requested reports for management, and evaluating the overall performance of the Customer Service department.

Our philosophy is to provide a quality service to our clients, offering an easy and seamless experience from start to finish. We compassionately strive to take all of our client’s needs into consideration, which helps lead us to having a well-rounded understanding of who they are and what they want, so we can offer them the highest level of quality healthcare products out there.

At HIA, we recognize that our most valuable asset is our people. We prioritize creating an inclusive and diverse workforce, where every individual feels valued, respected, and empowered. 

The Opportunity

• You will perform daily audits on the interactions and transactions of delegated Customer Service Representatives.
• You will evaluate the quality of customer interactions, including calls for compliance with company policies and Customer Service standards.
• You will identify areas for improvement and provide constructive feedback for the CSRs to enhance their performance.
• You will prepare customized reports for management on key performance metrics and Quality Assurance findings.
• You will analyze data to provide insights and recommendations to support strategic decision-making.
• You will create ad-hoc reports as needed to address specific concerns or opportunities for improvement.
• You will conduct regular assessments of the Customer Service department's overall performance and adherence to quality standards.
• You will collaborate with department managers to develop and implement strategies for continuous improvement.
• You will monitor and report on the effectiveness of training and development programs for CSRs.

What you bring to the table

• You have demonstrated experience as a compliance or Quality Assurance analyst, knowledgeable in the Insurance industry is a plus.
• You have an eye for detail, an ear for active listening, and are someone who wants to grow within the company.
• You have strong interpersonal and communication skills.
• You have proven ability to analyze technical issues and provide appropriate solutions.
• You are a resourceful, problem solver who is self motivated.
• You have strong organization and multitasking skills with the ability to create structure.
• You are tech savvy with computers, Microsoft and able to troubleshoot technical issues. Experience with CRMs is a plus. 
• You are detail oriented and diligent in your documentation and analysis.
• You are reliable and punctual.

Location & Hours

• This is an In office position.  Our office is located in Fort Lauderdale, Florida. 
• This position is full-time, hands-on, and fast-paced. The shift is from 9:00 AM-6 PM Monday-Friday.
• Mandatory Department meetings on Monday & Friday at 12:30PM.

Compensation

Our QA Analyst Position position starts at $16.50/ hr.  There are plenty of opportunities for advancement during and past your 3 month probationary period.

Benefits

• Competitive Compensation + Opportunities to earn weekly bonus'
• Dive into hands-on paid training from our leadership team
• Health, Vision & Dental Insurance  after 3 month Probationary Period (Optional)
• 401 K after 3 month Probationary Period (Optional)
  
• Great Career development opportunities
• Monthly Team Lunches

The Interview Process

Round 1: Phone screen with Kristen Adams (Manager, Future Agents) and/or Jade Hugh (HR/ Talent)

Round 2: In-person interview with Fabian Booth (Compliance Manager at HIA)

> Conduct references and Background check

> Offer 

How We Hire

HIA is committed to a fair and equitable hiring process for all candidates. To ensure that each candidate’s journey is consistent and the selection process is unbiased, the team at HIA will not be responding to any personal messages regarding this role or other opportunities.

HIA is a proud equal opportunity workplace that is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. 

HIA is committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application or email j.hugh@alliancenationalhealth.com.