TRANZACT - QA Representative
The Quality Assurance Representative monitors the sales and enrollment activities of our marketing staff for compliance with legal and regulatory requirements, carrier-specific requirements and adherence to approved scripts by performing the following duties.
Responsibilities:
- Navigate computer systems to efficiently locate specific customer data including call recordings, enrollment applications and scorecards.
- Search various approved websites to confirm the accuracy of data being presented to the customer.
- Maintain a full, functional understanding of the products and the compliance requirements of the plans you are assigned to audit.
- Record/report findings and provide written factual explanations defining your conclusions.
- Conduct sales/enrollment audits in response to allegations generated by both internal and external sources.
Core Competencies
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
- Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
Required Education/Experience:
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Insurance license and/or experience with insurance products (Medicare health insurance, Life Insurance, etc.) is a plus.
- Ability to read and comprehend simple instructions.,
- Strong written communication skills, ability to present/describe situations and communicate findings and results
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- To perform this job successfully, an individual should have knowledge of Contact Management systems and Internet software.
- Basic computer skills with the ability to type 20 wpm.
Other Required Skills and Abilities:
- Work independently
- Adapt quickly to change
- Strong reasoning skills
- Strong problem solving abilities
- Ability to multi task
- Must be able to apply ethical reasoning to a variety of scenarios
- Detail oriented
Preferred Education and Experience:
Supervisory Responsibility:
- This position has no supervisory responsibilities
Position Type
- Monday through Friday, 40+ hours per week
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