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The Compliance & Performance Associate is responsible for monitoring and scoring calls on a daily basis for the department, using a variety of call recording sources and scorecards, and standards for quality monitoring. The position is also responsible for compiling the results to be provided for coaching and continuous improvement initiatives.
Essential functions:
• Monitors and evaluates Medicare calls/chats, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback.
• Monitors and evaluates Under 65 calls/chats, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback.
• Seasonally as required Monitors and evaluates external Client Calls/Chats for Medicare and/or Under 65 lines of business, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback.
• Provides continual feedback and information data to management for improvement of call handling skills across multiple products and clients. Maintains thorough and complete performance service level reports, provides QC reports weekly and monthly, provides updates to the operations team, and maintains and verifies the consistency of quality standards. Conducts monthly audit processes to remain compliant – language line/Florida Relay.
• Coordinates call calibration for Team Leads, Supervisors, and Managers once a month or bi-monthly. Assist Sales Managers or Team Leads in providing real time coaching.
• Assists with creating, defining and implementing areas of opportunity for continual refresher training throughout the call center.
• creates and presents training materials in a one-on-one and/or classroom style setting to new and existing employees.
• Performs other duties as assigned
Job requirements:
• Strong written and oral English communication skills.
• Experience multi-tasking and working independently Ability to work at a desk while using a telephone/headset and computer and to talk and correspond simultaneously with employees, management, corporate contacts, as well as customers and clients.
• Strong analytical, organizational, and time-management skills.
• Demonstrated ability to maintain confidentiality and professionalism with all staff levels
• Working knowledge of call center software
• Strong PC skills, to include Microsoft Office and Internet navigation skills l.
• Experience working with and improving customer experience.
• Knowledge of product or client compliance procedures
Required Work Experience
0-2 years of related work experience or equivalent combination of transferable experience and education
Required Education
High school diploma or GED
118800
