Fort Lauderdale, Florida
Quality Assurance Specialist Job Opening in Fort Lauderdale, Florida - NationsHearing is a leader in the hearing benefits industry. We work with health insurance companies and other organizations to assist them in providing hearing healthcare benefits and associated products. We evolved to simplify the testing, dispensing and reimbursement process of acquiring hearing aids to the millions of individuals who experience hearing loss. We are committed to improving the health and quality of life of our members.
We are looking for Quality Assurance Representatives to monitor and rate assigned program call performance to ensure the highest level of quality is achieved for client, center, and corporate.
Key Job Responsibilities
· Report daily, weekly and monthly quality results. Report results to center and corporate management.
· Recommend changes necessary to ensure quality performance.
· Participate in scheduled internal remote monitoring sessions with clients. Provide quality result information on QA candidates for posted positions.
· Work in conjunction with training to ensure QA participation with new programs, new hire classes on existing programs and/or changes to programs.
· Participate in review meetings including the development information on quality performance on assigned programs.
· Participate in calibration sessions to ensure program compliance and balance on the program.
· Ensure notification to appropriate personnel on quality equipment and software programs.
· Coach agents on performance improvement.
· Seek knowledge to improve individual skills and knowledge in delivering positive and constructive feedback.
· Maintain positive, consistent and effective communication with agents, peers and superiors.
· Maintain positive, consistent and effective communication with account management to ensure client goals and objectives are achieved.
Experience and Skills :
HS Diploma or GED, some college preferred
1-2 years customer service experience and sales experience preferred; telephone experience strongly preferred. Experience in quality monitoring helpful.
PC proficiency required
Attention to detail and quality-oriented
Multi-task oriented
Exposure and or interest in healthcare products and outcomes
Ability to make sound business decisions in an efficient manner
Knowledge of consultative sales techniques a plus
Ability to remain highly motivated in a multi-faceted environment
Analytical thinker and problem solver
Excellent listening and interpersonal skills
Confident, approachable and positive attitude which impacts their co-workers and Members
Adaptive to change
Excellent oral and written communication skills ? bilingual (Spanish, Mandarin, Korean) desired, but is not a required
Demonstrate personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)
Flexibility in work schedules as business needs change
True love of assisting people
Department : Member Experience
Location : Fort Lauderdale, Florida
Travel Required : 0%
Position Type : Full Time
Job Type: Full-time
Job Location:
Fort Lauderdale, FL 33301
Required education:
High school or equivalent
Required experience:
Telephone Skills: 1 year
customer service: 1 year
Required languages:
Spanish
Korean
Mandarin
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