Call Center Quality Assurance Specialist - Seasonal in Hillsboro, OR at National General Insurance

Date Posted: 10/21/2018

Job Snapshot

Job Description



Primary Purpose:

The Call Center Quality Assurance Specialist is responsible for ensuring that the quality of our employees' work and the quality of service provided by our company is at the highest level.

 



Essential Duties and Responsibilities:

  • Search for and listen to call recordings from various departments (e.g., Under-65 Product Sales, Medicare Sales, Agency Services, 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, discussion of benefits, 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 authorizations
  • Search for and export call recordings containing voice signatures and extract said voice signatures
  • Track daily product sales and record the type(s) of signature(s) in each customer's file
  • 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 valid voice signatures
  • Ensure that each insurance policy has a signature or verification letter
  • Correct any inaccurate customer information in the CRM system
  • Transcribe recorded calls on an ad hoc basis
  • Search for, export, and send call recordings to the Quality Assurance Supervisor on an ad hoc basis
  • Perform other duties as directed

 



Minimum Skills and Competencies:

  • High school diploma or high school equivalency credential (e.g., GED credential) required
  • 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 tight 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 55 words per minute or more
  • General understanding of health insurance
  • QA experience in a call center environment

Job Requirements

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About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

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