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Team Manager - Quality Assurance

Lindon, UT

GoHealth Overview

At GoHealth, we provide innovative technology solutions for the future of health care. So far, we’ve helped millions of people access affordable health care. And now we’re looking toward the future: We want to revolutionize the health care industry. There's no doubt that health reform will continue to change our business. As millions more consumers enter the market looking for health care, we'll be here to help them find it.

Included in the Deloitte Technology Fast500, Crain’s Fast 50, Top 100 Digital Companies, and 101 Best Places to Work, GoHealth continues to attract the best in the business. With award-winning technology specialists, savvy project managers, customer-focused sales people, creative marketing professionals, and countless other vital team members, our business keeps growing because we’re all passionate about what we do.

Job Description

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.

Responsibilities

  • 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

Qualifications

  • 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

What We Offer

  • Competitive base salary
  • Performance-based incentives
  • Sales contests and perks
  • Medical, dental, and vision coverage
  • Short and Long-term Disability coverage, Life insurance, Flexible Spending Account options, and pre-tax transit benefits
  • 401(k) retirement savings plan with matching company contribution
  • Paid Time Off

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