QA Analyst

As a QA Analyst at Peak Plans, you will play a critical role in ensuring the quality and accuracy of our health insurance customer service interactions. You will be responsible for listening to health insurance calls, reviewing policies, and assessing the performance of our customer service representatives. Your insights and feedback will help us continuously improve our service and ensure that our customers receive the highest level of support.

Key Responsibilities:
Call Monitoring: Listen to health insurance calls made by customer service representatives to evaluate adherence to company policies and procedures.
Policy Review: Carefully review health insurance policies to ensure accuracy and compliance with industry standards.
Quality Assessment: Evaluate the quality of customer interactions, including professionalism, knowledge, and adherence to scripting.
Documentation: Maintain detailed records of call evaluations, policy reviews, and any identified issues.
Feedback: Provide constructive feedback and coaching to customer service representatives based on your evaluations.
Reporting: Prepare and deliver regular reports on QA findings and trends to management.
Process Improvement: Collaborate with cross-functional teams to identify areas for process improvement and contribute to ongoing training initiatives.
Compliance: Ensure that all customer interactions adhere to regulatory requirements and compliance standards.

Qualifications:
Bachelor’s degree in a relevant field or equivalent work experience.
Proven experience in quality assurance or a related role, preferably in the healthcare or insurance industry.
Strong analytical and problem-solving skills.
Excellent communication skills, both written and verbal.
Detail-oriented with a focus on accuracy and thoroughness.
Ability to work independently and collaboratively in a team environment.
Familiarity with health insurance policies and industry regulations is a plus.
Knowledge of call monitoring and quality assurance tools is an advantage.

If you are a dedicated and detail-oriented individual with a passion for ensuring the highest standards in health insurance customer service, we encourage you to apply for this exciting opportunity. Help us make a difference in the lives of our customers by ensuring they receive top-quality service every day.

To apply, please send your resume and an audio introduction detailing your relevant experience. We look forward to hearing from you.