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Quality Assurance Team Manager - Charlotte, NC - Remote

North Carolina

How do you want to make an impact?

Have you struggled to find purpose with your work?  Are you looking to make an impact in someone’s life on a daily basis?  If so, then GoHealth is where your search ends! 

About GoHealth

Our mission is to improve access to healthcare in America.  We are a young fast growing company with nearly two decades of insurance purchasing behavior to help re-imagine the process of matching a health insurance plan to a customers specific needs.  As the Medicare market continues to grow with over 10,000 people per day turning 65, we assist our customers through the important decision-making process of selecting a Medicare plan that matches their needs with the right product and service.  This is where you come in! Are you ready to grow with us?

About the role:

A GoHealth Call Center Quality Assurance Team Leader will manage a team of Quality Assurance Analysts serve as a quality check ensuring that GoHealth sales representatives are selling compliantly according to CMS regulations and other compliance-related criteria. These individuals will be responsible for listening to sales calls and monitoring / scoring each call against a compliance checklist. This individual will also be responsible for identifying overall compliance-related behavior trends and communicating them to management to address. This is a vital role within our call center environment that ensures our sales representatives to adhere to CMS and regulatory guidelines. We are looking for individuals who are professional and possess a strong work ethic who can embody the GoHealth culture.

What is Takes to be Successful

  • Listen to call recordings from QA Analysts, Tier 1, and Tier 2 agents and score against a compliance checklist
  • Identify overall compliance-related behavior trends and communicate them to management to address
  • Work with sales managers to relay compliance issues
  • Identify trends in compliance checklist data
  • Remain professional, polite, and composed throughout all internal and external interactions
  • Understand and perform to certain performance metrics, including number of calls monitored and accuracy rate
  • Learn and adapt quickly, while following GoHealth's internal policies and procedures
  • Comply with Federal CMS and State legal requirements and standards
  • Successfully complete all Call Center Quality Assurance training requirements

Desired Attributes:

  • Friendly personality with an overall professional demeanor
  • Previous call center / telemarketing experience preferred, but not required. We’re looking for someone who can quickly learn the job responsibilities and perform tasks in a call center environment
  • Excellent communication and interpersonal skills, with ability to deliver QA-focused recommendations and compliance trends
  • Computer proficiency, including the Microsoft Office Suite
  • Ability to communicate clearly and effectively
  • Ability to work in a fast-paced, exciting, and performance-driven environment
  • Ability to understand basic performance metrics and how individual performance goals correlate to overall team performance goals
  • High-school degree required. Bachelor’s or Associate’s degree preferred, but not required
  • Health and Life Insurance License preferred, but not required

Interview Process

  • We rely on you for step one, Apply!!  A recruiter will review your qualifications and if selected we will reach out for a preliminary phone interview.  Our final step will be an in-depth interview with our sales leaders.  We value your investment in GoHealth and provide consistent communication from start to finish.  If your ready for a new career, look no further! 

Benefits and Perks

  • Work Remotely
  • Performance-based incentives
  • Paid time off
  • 401k program with company match
  • Employee Stock Purchasing Plan
  • Medical, dental, vision, and life insurance benefits
  • Professional growth opportunities
  • Generous employee referral bonuses
  • Employee interest clubs
  • Charitable events
  • Monthly event calendars, newsletters and wellness activities
  • Birthday celebration recognition
  • Work From Home Stipend
  • GoHealth is an Equal Opportunity Employer

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. we will be return to an office setting once we're safe to do so following the guidance of local health authorities’ and the CDC.  Currently all employees are working remotely.