Comer Service Quality Analyst-Medicare-Temporary

Role

The Quality Specialist ensures top-notch service through call monitoring and scoring. They utilize Alight’s recording software to assess sales and service delivery, enhancing agent performance.

Involves call monitoring, feedback review, data analysis, training enhancements, and process improvement. Must interact well professionally with colleagues.

Responsibilities

Maintaining compliance with all Medicare CMS and Compliance regulations. This includes the monitoring and evaluation for behaviors that support the policies and guidelines.

e.g., Code of Business Conduct, HIPAA, Data Privacy)

• Working with internal teams to standardize training processes through call listening trends identified.
• Assessing agent’s interactions based on our company’s quality guidelines and maintaining productivity standards.
• Attending and participating in training sessions to ensure consistency in processes. Monitoring attainment of monthly variance goals set by management.
• Coaching, training, and developing Sales & Service Center colleagues through very detailed and accurate evaluation documentation.

Assisting Team Managers deliver tough conversations with their agents.

Assisting Sr. Quality Manager with maintenance of deliverables spreadsheets. To include monthly monitoring assignments, call variance calibration results and any additional requests from leadership.

Requirements

• Enhanced (SME) for Customer Service best practices, Insurance & Compliance processes, and Medicare (AHIP).
• Facilitate independently managing assignments within the schedule block to include multiple complex situations and / or projects.
• Demonstrate learning agility and ability to learn and interact with multiple call center systems and knowledge tools.
• Experience in quality coaching and delivering effective and timely colleague feedback.
• Experience in a Medicare insurance industry, telephone sales, and / or customer service environment.

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and Top 100 Company for Remote Jobs 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person.

Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies.

Background checks may include some or all the following based on the nature of the position : SSN / SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and / or drug test.

You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported.

We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive.

Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.

In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship.

Applicants for employment may request a reasonable accommodation / modification by contacting his / her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities;

including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum : 29,100 USD

29,100 USD

Maximum : 46,200 USD

46,200 USD