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National General Insurance

National General Insurance

Quality Assurance Specialist

Hillsboro, OR
Full Time
Paid
  • Responsibilities

    PRIMARY PURPOSE:

    The Quality Assurance Specialist is responsible for ensuring that the quality of our employees’ work as well as the quality of service provided by our company is at the highest level.

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

    • Search for and listen to call recordings from various departments (e.g., Sales, Lead Generation, Retention, Medicare, etc.) on a daily basis
    • Evaluate and score recorded calls based on various criteria (e.g., compliance, accuracy of information provided to the customer, professionalism, etc.)
    • Identify strengths, opportunities for improvement, and any compliance violations in customer interactions
    • Provide detailed, insightful, and constructive feedback on evaluations
    • Enter daily quality assurance (QA) data into Excel spreadsheets in order to track scores and trends
    • Search for and export call recordings containing verbal authorizations (under the HIPAA Privacy Rule) and extract said verbal authorizations
    • Search for and export call recordings containing voice signatures and extract said voice signatures
    • Track daily product sales and record the type of signature on each account
    • Listen to recorded voice signatures to confirm validity
    • Upload voice signatures to designated SFTP
    • Generate verification letters to be sent to customers whose accounts are missing both electronic and voice signatures
    • Ensure that each insurance policy has a signature, verification letter, or both
    • Correct any inaccurate customer information in the CRM system
    • Monitor inbound and outbound calls in real time
    • Search for, export, and send call recordings to the Quality Assurance Supervisor on an ad hoc basis
    • Perform other duties as directed
  • Qualifications

    MINIMUM SKILLS AND COMPETENCIES:

    The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • High school diploma or high school equivalency credential (e.g., GED credential) required
    • Minimum of six months’ call center experience
    • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
    • Strong attention to detail
    • Strong verbal, written, and interpersonal communication skills
    • Thorough knowledge of correct English usage and demonstrated ability to use appropriate spelling, grammar, and punctuation
    • Ability to work independently as well as in a team environment
    • Strong analytical and problem-solving skills
    • Effective organizational and time management skills with the ability to work effectively under pressure and adhere to deadlines
    • Ability to handle multiple tasks in a production-driven environment
    • Ability to adapt well to new situations and shifting priorities
    • Must be flexible with schedule

    DESIRED SKILLS:

    • Ability to type 45 words per minute or more
    • Experience in the health insurance industry preferred
    • QA experience in a call center environment preferred
  • Industry
    Insurance
  • Fun Fact
    We're a company of many niche businesses where you can grow and thrive in many different disciplines.
  • About Us
    National General is a leading insurance carrier which has been in the industry since 1939. Through subsidiaries and other affiliated companies, National General offers homeowners, flood, personal and commercial auto, RV, motorcycle, life, accident and supplemental health insurance products. National General Insurance is a thriving company committed to ensuring that our employees achieve their personal best. Our employees are advancing their careers at a best-in-class insurance provider that is an industry leader in innovation. We give employees resources which enable them to take charge of their own future success.